- Data
- Reporting
- APIs
- Partner
Network - Compliance
Engine - Document
Engine - Pricing
Engine - Business Rules
Engine
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.
Overview
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.
Benefits
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
Optional Services
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!
Section | Title | Priority | Action |
---|---|---|---|
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. |