Industry Links and Info

Consumer Complaint Management is a hot topic throughout many different industries, but especially those that fall under CFPB supervision. Below are some resources to help you learn more about the topic.

Check out some of the CFPB resources. 

Here is a link to the CFPB Complaint Portal where you can see what they are doing:
http://www.consumerfinance.gov/complaint/

If you are interested in what they are looking for during an exam, take a look at the actual manual they have published. The specific requirements for complaint management are on pages 44-45.
http://files.consumerfinance.gov/f/201210_cfpb_supervision-and-examination-manual-v2.pdf

Looking for a broader overview on the topic? Here are a couple of articles to help gain a broader understanding:
http://www.buckleysandler.com/news-detail/consumer-complaint-management-meeting-regulatory-expectations 
http://www.buckleysandler.com/uploads/36/doc/Tucker_Sommerfield_Nunziato_RBFS_Final1.pdf

There is a growing list of organizations that have provided industry specific information that may be applicable to you. Below are some examples: 

Rizolv is an ALTA Elite Provider

https://www.alta.org/bestpractices/ and see practice #7

MBA Compliance Essentials – Consumer Complaints Resource Guide http://www.mbaeducation.org/
ProductsandServices/ProductsbyFocusArea/ComplianceConsumerComplaints.htm

An ISO Standard for Guidelines for complaints handling in organizations
http://www.iso.org/iso/catalogue_detail?csnumber=35539