Complaint Policy and Procedures

We are in the process of developing a Complaint Program. Documenting receipt, who, what, assigned to, issue, date and etc. If you have a program which complaints to you log for this. We have Reg Error Resolution log that is already in existence for that. Do you list written complaints only?

We log complaints that pertain to; legal or regulatory, products or services and allegation of fraud. None of these include employees complaining about another employee that is human resources problem. All complaints that fall in the categories I previously mentioned are log whether they were written or verbal.

We log complaints from members, legal, or agency (state and federal). We use the CFPB categorization of complaints for reporting purposes. Complaints arrive via mail, email (secured login), social media sites, and escalated verbal complaints. Regulation E disputes are handle in the appropriate business unit, unless the member was not satisfied with the resolution of the dispute.