Consumer Complaint Topic Center

The Consumer Financial Protection Bureau and the Federal Trade Commission are both embracing an enforcement approach steeped in customer complaints—consumer lenders would be wise to adopt the same thinking.

A Required Element of Every
Compliance Management System

According to the CFPB, an effective complaint management system “should ensure that a supervised entity is responsive and responsible in handling consumer complaints and inquiries. Intelligence gathered from consumer contacts should be organized, retained, and used as part of an institution’s compliance management system.”

You must be able to prove that you can monitor and analyze consumer complaints in a repeatable manner to understand trends and correct weaknesses in your programs that could lead to consumer risks and violations of law.

A CMS contains 4 areas of focus. Mouse over each area to learn more.

  • Be sure complaints and inquiries, regardless of where or how they’re submitted, are recorded (date- and time-stamped) and categorized by topic or product.

5 Key Elements of a
Complaint Management Program

The CFPB has done some homework for you and developed a best practice model for managing consumer complaints. Here are the agency’s key components for a complaint management program.

Manual Systems Leave Room for Error

The CFPB doesn’t go so far as to mandate how to implement a complaint management system. They don’t really care whether you’re maintaining it through paper files, spreadsheets, or an automated system, as long as you can demonstrate that your system works.

Any compliance professional, however, knows that not all systems are created equal. If you manage customer feedback manually through paperwork or spreadsheets, you’re creating cracks for complaints to fall though. Because it’s not easy to track, categorize, or verify information in manual systems, data disappears:

  • emails get lost or deleted
  • phone messages go unheard
  • letters collect dust in file folder
  • no one checks online form responses
  • a row in your spreadsheet gets deleted or overwritten

Manual complaint management systems are time consuming, as well. It’s no simple task to manage handoffs and escalations, causing even more issues to slip off the radar. The result? Neglect. Little problems become larger problems. And larger problems are expensive.

See How It Works


An automated system to manage complaints.

Your early warning system.

For the greatest possible protection against regulatory risk, consider automating your complaint response program. Compligo allows your company to not only track individual consumer complaints, but also to identify trends and high risk areas before they affect your reputation and your bottom line.

Think of it as an early warning system that alerts you to issues well before they impact your business.


Recent Articles on
Consumer Complaints

Consumer complaint response it a hot topic for our readers. Here’s the latest research and perspectives.

Consumer Complaint Resources

Study up on the topic be downloading these great resources.

Join our Newsletter

lightbulb-iconGet consumer finance tips, tools, and articles sent to your inbox weekly.

New Call-to-action

Compli is a great platform that integrates every part of the business, from compliance to operations to HR.
Julie Kim
In-House Counsel & Compliance Officer / Sierra Credit Corp.
Compli offers a great, purpose-built platform that assigns, tracks and monitors any workforce compliance activity – not just training. The platform can help any organization rein in its compliance processes and execute them more efficiently, consistently, and effectively.
David Wentworth
Principal Analyst / Brandon Hall Group
Compliance has never been optional, but there are a lot of companies in the past who have operated that way. In light of recent events, compliance has really stepped up in the last few years, so we really have to make sure all of our bases are covered and make sure we're always in compliance at all times.
Andy Page
Director of Operations / Road Auto Finance
The training was pretty flawless. You know, I've dealt with a lot of different third party vendors as far as software, and they're usually not very fun to deal with. Compli was very, very good. I was honestly shocked about how easy it was. I just answered a few questions, and everybody over at Compli just kind of took it from there.
Andy Page
Director of Operations / Road Auto Finance
All my employees know what the rules are and they know where the boundaries are, and they know not to step out of bounds. So my capital source feels much more comfortable knowing that my employees know where out of bounds is.
Andy Page
Director of Operations / Road Auto Finance
All policies, procedures, training material, and personnel files are in a central location, and the search function makes it easy to find any file in the system.
Julie Kim
In-House Counsel & Compliance Officer / Sierra Credit Corp.
Compli eliminated inefficient internal processes and enabled us to focus on actual business matters.
Julie Kim
In-House Counsel & Compliance Officer / Sierra Credit Corp.


Send this to friend