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#1835943 - 07/24/13 04:07 PM Consumer Complaint Log
Amandak Offline
Member
Joined: Jul 2013
Posts: 80
Wisconsin
Just curiuos, what kind of complaints is everybody logging? Are you including I don't like your telephone hold music or just complaints that are effective of products and services.

Also, can we weed out the complaints by asking "would you like to file an offical complaint?"

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#1835978 - 07/24/13 04:47 PM Re: Consumer Complaint Log Amandak
manimal Offline
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We have two 'levels' of complaints, business-as-usual complaints and escalated complaints. BAU complaints are the day-to-day things like billing errors and reg E disputes (and hold music, don't like the donuts in the lobby, etc.). Escalated complaints are regulatory complaints, anything discrimination/UDAAP/FL related, and complaints that were BAU but haven't been resolved to the customer's satisfaction and have been sent 'up the chain', so to speak.

We track both categories and provide management with segregated numbers and overall totals. I hope this helps!
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#1836113 - 07/24/13 07:57 PM Re: Consumer Complaint Log manimal
Amandak Offline
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Joined: Jul 2013
Posts: 80
Wisconsin
Thanks manimal that gives me a start. How did you train your staff to know the difference between a comment or a complaint?

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#1836123 - 07/24/13 08:07 PM Re: Consumer Complaint Log Amandak
manimal Offline
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We provided a general definition (basically what I wrote above) and examples in our procedures. It's not a perfect system, and I still sometimes have to tell people to complete the procedures when I hear about something a customer didn't like... but I guess it will always be a work in progress. smile
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#1836238 - 07/25/13 11:51 AM Re: Consumer Complaint Log Amandak
edAudit Offline
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edAudit
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You are here
Lets not forget CRA related complaints that need to be in the public file.
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#1836262 - 07/25/13 01:20 PM Re: Consumer Complaint Log Amandak
manimal Offline
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manimal
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Yes, excellent point.
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#1836272 - 07/25/13 01:46 PM Re: Consumer Complaint Log edAudit
Amandak Offline
Member
Joined: Jul 2013
Posts: 80
Wisconsin
That we have coverd wink It is all the other complaints. I think I may just do when doubt write it out, this way we should have all bases covered. Thanks for you help!!

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#1836295 - 07/25/13 02:38 PM Re: Consumer Complaint Log Amandak
#Just Jay Offline
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Cheeseheadland
Mani, how are your various units logging the complaints? Are you using a central technology to assist, is it siloed and flows up, or another solution?

As part of our UDAAP review, as well as increased commentary on complaint management from CRA and FL, and the hand flailing by ABA and others, we too have looked at this a little closer and feel we can improve our system... currently far too siloed, and needs to be more enterprisewide.
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#1836307 - 07/25/13 02:54 PM Re: Consumer Complaint Log Amandak
manimal Offline
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Everything comes to the compliance department for tracking. Currently I am able to manage it with a spreadsheet, and I can analyze the data pretty easily.
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#1837287 - 07/29/13 04:12 PM Re: Consumer Complaint Log Amandak
Andy_Z Offline
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On the Net
Management would vary based on assets, as that relates to branches, departments/lines of business, etc. I managed an XL log but I know some larger banks have a database and in many cases a branch can add the problem and the solution to show it was handled, but can now be tracked. Access would be good for this on an intranet I think. The bank has to allow menu choices IMHO to get the common complaint categories.
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