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[REPORT] Understanding Consumer Complaint Trends to Avoid Regulatory Actions

An analysis of the CFPB’s Consumer Complaint Database & their enforcement actions provides valuable insights for financial institutions to mitigate their risk.

Every year, we analyze data from the Consumer Financial Protection Bureau (CFPB)’s Consumer Complaint Database, as well as their enforcement actions, to compile these findings into our comprehensive Complaint Risk Signal Report. The recently released Fall 2019 edition of this report dives into several trends regarding consumer complaints, the potential amount of monetary liability based off of various complaint thresholds, what happens to submitted complaints, top issues surrounding each financial product, how quickly companies are responding to complaints, the outcomes of company responses—and so much more.

Our goal is to help financial institutions understand their risk and improve their regulatory compliance efforts, customer experience and overall operational effectiveness. Consumer complaints serve as a valuable tool to help achieve these goals as they are often a key force for guiding regulatory actions as evidenced by these two former high-ranking regulators:


“When I was at the CFPB, complaints factored heavily into the
enforcement actions that we brought” 

- Heard at COMPLY, Chris D’Angelo, former CFPB Associate Director of Supervision and current Chief Deputy Attorney General for Economic Justice at Office of the New York State Attorney General 


In the absence of reporting as to trends in consumer complaints, a business will be unable to calibrate its Compliance Management System to focus on those risks that present the greatest threat to the company’s UDAAP compliance.

- From an article by Tony Alexis, former Head of Enforcement at the CFPB
and current partner at Goodwin 


Understanding the nature of consumer complaints provides a competitive edge for companies who monitor them by empowering those companies to identify their risk signals and avoid costly penalties and settlements. 


Get your copy of the Complaint Risk Signal Report today to get the valuable insights you need to mitigate your risk and head off potential investigations.






Alex Baydin, CEO and Founder

Alex launched PerformLine over 10 years ago, and began pioneering a new industry around marketing compliance to help leading financial institutions and those in any regulated industry meet their consumer protection obligations. Alex founded the COMPLY conference and is a frequent speaker and guest columnist on the topics of regulatory compliance, brand safety, consumer protection, regulatory technologies and risk management.

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