Consumer Complaint Management

Consumer Complaint Management

$300.00
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Description

This is a policy guide to comply with managing Consumer Complaints as a mortgage banker, mortgage broker or mortgage servicer. This is a separate policy guide. Once purchased this guide will be customized to your specifications. You will receive an immediate invoice receipt with a download link to a questionnaire with some simple questions to answer and receive your customized guide within 24 hours. This is written for independent mortgage bankers but can be customized for depository financial institutions and credit unions. 

Table of Contents

CONSUMER COMPLAINTS MANAGEMENT

  • Purpose
  • Complaint Impact
  • Scope
  • Complaint versus Information Request or Qualified Written Request

CONSUMER COMPLAINT BASICS

  • Consumer Complaint
  • Complaint Submissions
  • Information Required
  • Intake Procedure
  • Complaint Categorization

COMPLAINT OMBUDSMAN

  • Complaint Escalations
  • Complaint Analysis
  • All complaint responses must be in writing

COMPLIANT INVESTIGATION PROCESS

  • Initial Response
  • Investigating Consumer Complaints

COMPLAINT RESPONSE TIMING

  • Timeline for Resolving Consumer Complaints
  • Extension of time for resolution

COMPLAINT TRACKING AND REPORTING

  • Tracking
  • Reporting

RECORD RETENTION