Consumer Complaint Policy Manual
This document outlines the need for a consumer complaint policy and the risks of noncompliance; identifies existing complaint portals managed by industry regulators; outlines the framework of a consumer complaint process; and provides training protocols and best practices to effect process implementation.
This Policy Manual features the following:
- Identifies federal regulations surrounding consumer protection laws
- Highlights the risks associated with noncompliance
- Defines differences in customer communications relating to feedback, inquiries and complaints
- Outlines requirements surrounding Consumer Complaint Management
The Consumer Complaint Policy Manual is a complete plan for meeting the needs of your organization.
The policy features the following benefits:
- Get your Consumer Complaint policies in place quickly
- This manual is delivered via email within one business day after purchase
- Meet your regulatory or internal compliance requirements
- Affordable one-time purchase fees
Maintenance: Receive regular and ongoing industry updates to keep your policy within regulatory requirements.
Publishing: Publish your manual, including your company procedures, in AllRegs Online to complete your policy manual solution.
Contact your account manager for information regarding these optional services!
|1.1||Goals and Objectives||Mandatory Review||Include the point of view or culture of your organization in this section, if applicable.|
|1.2||Required Review||Mandatory Review||Be sure this accurately reflects your company’s annual policy review process.|
|1.3||Requirements of the Consumer Complaints Manager/Ombudsman||Optional Enhancement||Define the specific role and responsibilities of your organization’s Consumer Complaints Manager or Ombudsman.|
|2.1||Internal Controls||Mandatory Review||Include or reference related procedures in this section.|
|3||Staff and Training||Mandatory Review||Include the means by which your organization provides and tracks required training.|
|3.3||Training Protocols||Recommended Best Practice||Include any special training required of the functional area here.|
|4.3.7||Other Complaint Submission Portals/Sites||Optional Enhancement||Operational procedures may be added as it relates to your organization’s social media sites, if applicable.|
|5.3.2||Violations - Internal||Mandatory Review||Employee sanctions must be defined in this section.|
|6.1||Defining a Complaint||Optional Enhancement||Include your organization’s procedures to monitor these complaints for improvement.|
|6.2||Intake||Optional Enhancement||Add specific time lines utilized in your organization.|
|6.3||Categorization||Optional Enhancement||Include vendor management and inter-operational issues.|
|6.4||Investigation||Recommended Best Practice||Consider including specific steps taken by the investigator. Reference the preferred decision-making model or solutions matrix used for complaint resolution in this section and consider appending this material to the policy.|