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Building Blocks for an Effective Consumer Complaint Process

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Are you completely confident in your consumer complaint process? Many institutions are not. Our goal is to ensure that you have an effective customer complaint process in place. We’ll give you the building blocks necessary to make sure that your complaint process runs smoothly and show you how your complaints can turn from gripes to gold.

We Will Cover:

  • The difference between a “complaint” versus a “dispute” or an “inquiry”
  • Effective process components for the most common business units or regulations
  • Examiner expectations
  • How you can turn your problems into profits

Date Aired: October 11, 2018

(Training On-Demands are current as of the date aired.)


  • Trey Anderson
    • Trey Anderson
    • Trey Anderson is a Senior Compliance Manager with Capco Academy. He possesses more than 10 years of banking experience and has worked in both compliance and operations. He is a regulatory attorney licensed to practice in both the State of Florida and Washington, D.C. Trey was a felony prosecutor for the state of Florida for over 6 years. While at Capco, he has provided clients with training and hands-on assistance as a consultant through targeted reviews and audits. Trey’s primary role has been as a lead instructor in multiple areas including fair lending and deposits generally, UDAAP, ability-to-repay, and Know Before You Owe. Trey has been a member of the faculty that facilitates training for new CFPB examiners presenting on the CFPB Examination process and other various regulations.

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