Complaints Management Programs and Why They Fail

January 25, 2023



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Complaints Management Programs and Why They Fail has been submitted to ABA Professional Certifications for CE credit review and is pending approval. Once we receive notification of the credit approval, we will notify attendees.


No financial institution WANTS to receive complaints, but even the most customer-oriented institutions WILL receive negative customer reviews!

Complaint management focuses on resolving customer grievances, identifying areas of improvement, and developing better products or services. It is an essential component of your Compliance Management System (CMS) and is handled by your customer service operations.  For this reason, your employees are vital, as addressing customer complaints about products or customer service can be tricky for even the most seasoned employees.  The training these employees receive is imperative for the success of both your customer support and customer service departments.

A strong complaints program is not only a means to gather valuable customer insight, but it helps your institution understand risk and make improvements. This should not only lead to strong programs, protection from reputation risk and regulatory fines, but also increased profitability, and increased customer satisfaction.


If you’re saying to yourself, “we don’t receive complaints”, then you’re already failing to address your customer’s issues. The world that we live in has given consumers more opportunities to lodge complaints and express their dissatisfaction with companies than ever before.  With methods like the CFPB complaints portal, Google reviews, Yelp, or social media posts, a complaint is just one click from your doorstep.

For financial institutions, it’s particularly important to address consumer complaints. One of the most effective ways to do this is by implementing a comprehensive complaint management program. A complaint management program empowers financial institutions in the following ways:

  • Helps you to prevent loss
  • Allows you to self-identify and take corrective action
  • Identifies opportunities for improvement
  • Gives you the opportunity to address any regulatory violations that come to light
  • Can help you proactively prevent litigation by resolving complaints immediately


What does implementation of a Complaints Program mean for your institution

  • Timing
  • Staffing
  • Training
  • Resources

7 Key Components to a Successful Complaint Management Program.

  • Policies and Procedures
  • Clear Channels of Communication
  • Investigation Process – including how the institution records the complaint
  • Written Response
  • Corrective Action
  • Tracking, Trending, Analyzing, and Retaining Data
  • Employee Education


The program is designed for the frontline staff, customer contact employees, board of directors, senior management risk management, compliance, and audit personnel.



Kimberly Boatwright

Kimberly Boatwright is EVP and Director of Risk and Compliance at Compliance Resource, LLC and has more than a two decades of experience working in the financial services industry. Ms. Boatwright is a well-regarded financial industry risk and compliance professional with a strong background in program development and implementation. She is a thought leader who specializes in Fair Lending, Anti-Money Laundering, OFAC and consumer compliance. During her career she has worked for and consulted with all types of financial institutions helping to establish and evolve compliance and risk programs. She is a frequent public speaker, trainer, and author on compliance and risk management topics. Kimberly is a Certified Regulatory Compliance Manager and a Certified Anti-Money Laundering Specialist.

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Price: $0.00
Start Time: 12:00 pm EST
End Time: 1:30 pm EST

January 25, 2023

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