Consumer Complaint Policy

Have you been looking for a sample Consumer Complaint Policy? In our efforts to provide solutions to your compliance needs, we have developed a free Consumer Complaint Policy and have made it available to you on our website on the “Free Downloads” page. (scroll down and see all general tools) We have also included, with the policy, a sample template to document consumer complaints (Appendix A).

Although there is no requirement to have a written, Board approved Consumer Complaint Policy, we believe it is prudent, given the UDAAP and Fair Lending environment we live and work in today.

The sample is a simple, one-page statement of the bank’s overall policy for handling complaints in general. Other customer notifications in regard to error resolution claims under Regulation E, qualified written requests that assert an error and requests for information under the Real Estate Procedures Act (RESPA), billing error resolution under Regulation Z, and disputes under the Fair Credit Reporting Act (FCRA) should be covered by your bank’s other policies and/or procedures.

Published
2015/03/16
Deb Irving

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David Dickinson

David Dickinson

David’s banking career began as a field examiner for the FDIC in 1990. He later became a Compliance Officer and Loan Officer for a small bank. In 1993, he established Banker’s Compliance Consulting. Along with his amazingly talented Team, he has written numerous compliance articles for prestigious banking publications and has developed compliance seminars that Banker’s Compliance Consulting produces.

He is an expert in compliance regulations. He is also a motivational speaker and innovative educator. His quick wit and sense of humor transforms the usually tiring topic of compliance into an enjoyable educational experience. David is on the faculty of the American Bankers Association National Compliance Schools and has served on the faculty of the Center for Financial Training for many years. He also is a frequent speaker at the ABA’s Regulatory Compliance Conference. He is also a trainer for hundreds of webinars, is a Certified Regulatory Compliance Manager (CRCM) and has been a BankersOnline Guru for many years. The American Bankers Association honored David with their Distinguished Service Award in 2016.

David and his wife Karen have three adult children, four grandchildren (none of whom live at home!) and two cats (of which Dave is allergic … the cats, not the children!). They recently moved to an acreage outside of Lincoln, Nebraska where he gets to play with his tractor. When possible David can be found fishing, making sawdust in his shop, or playing the guitar and piano. He also enjoys leading worship at his church.

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