Complaints – It’s not Yada Yada Yada


Presented by: Andy Zavoina           
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You already have a complaint program in place. If you get a complaint passed to you from your regulator or the Better Business Bureau, you handle it. If you haven't formalized the process, starting with a policy and ending with an analysis to learn from, then you haven't used this as a tool or to its potential.

Complaints and inquiries from your customers are not only reflections on your products and services; they are also indicators of who may leave you as a customer tomorrow. Complaints about banks and their service is also important enough that each regulatory agency has a department to handle them, and for the Dodd-Frank Act to impose requirements addressing complaints and your responses to them. Complaint management is a part of an effective compliance management system.

  • What reactions do you get when you notify customers of an increased fee? These reactions are a barometer of customer satisfaction.
  • Do you have a method to verify that claims under Regs E and Z are investigated and timely paid?
  • Are there complaints that a lender isn't treating all customers equally?
  • Have you noticed an increase in sales of a new add-on service your bank offers through a third party, and an increase in cancellations as well?
How you handle such complaints and others like them can significantly affect your examinations for CRA, fair lending and compliance. Your institution should have a formal and centralized system to both investigate and respond to them. Examiners will ask about the outcome of your complaints investigations, and they keep their own list on complaints received by regulators to check against your records. One lender had to pay a consumer $90,300 over a $17,000 debt because it failed to follow FCRA investigation requirements.

Another lender completed an FCRA investigation and found nothing wrong. The consumer complained and a new investigation was done, finding an error. The consumer sued because the the initial investigation must not have been reasonable and a court agreed. What your bank may see as a minor complaint can have major consequences if mishandled.

Many laws and regulations actually require that you handle complaints in a timely manner. RESPA, Reg. Z, Reg. E, Reg V and more impose rules that you must follow. Most importantly, handling complaints is expected in today's banking world.

In this webinar we'll discuss:
  • Why you should have a Complaints and Inquiries Policy
    • NOTE: Your materials include a draft policy and procedures
  • Who should investigate and respond to complaints
  • How and why to establish a central tracking system
  • Which complaints need to be responded to under regulatory timelines
  • The differences between complaints from a customer, from the Better Business Bureau and from your regulator
  • Common complaints the regulators are seeing, what regulators tell your customer, and how you should respond
  • Complaints that can be handled on the spot, and those that may need to be escalated
  • A formula for providing written responses to your customer
  • Best practices in the industry for complaint and inquiry procedures
  • What the Dodd-Frank Act expects in handling complaints
Who Should Attend: Those who receive complaints and inquiries, Tellers, New Accounts, Lenders, Branch Managers, receptionists, call centers and those who resolve and respond to complaints.

About the Speaker: Mr. Andy Zavoina, CRCM, is an Executive Vice President with the Glia Group, Inc., best known for its involvement with He joined Glia and BOL in 2003.

Mr. Zavoina has been in finance and banking for 35 years. Over 20 years were with a two-bank holding company that had $534 million in assets, 89 branches spanning Texas and nearly 500 ATMs. He has done loan workouts, has been a consumer, commercial and real estate lender and managed those departments, as well as being his banks first Webmaster. He was responsible for compliance, management, auditing, and training for both banks.

Mr. Zavoina is a recipient of the American Bankers Association's Distinguished Service Award for his involvement and accomplishments in the field of regulatory compliance management. He is a past Chairman of the ABA's Compliance Executive Committee, the Editorial Advisory Board for the ABA Compliance Magazine and served as a member of the ABA's Compliance School Board. He is a BankersOnline Guru. He also served on the Texas Bankers Association's Compliance Committee. Andy is also an Insider Guru on, the premium subscription-based compliance service offered through

He is a graduate of the ABA National Commercial Lending School, National Compliance and National Graduate Compliance School and is a Certified Regulatory Compliance Manager with the Institute of Certified Bankers. He has written articles and lectured on compliance, the use of the internet and technology as a tool, as well as compliance in cyberspace to local, state and national associations. You can reach Andy on the Internet by using his e-mail address,, or visiting

This program was recorded in its entirety in April 2019. The CD-ROM includes program slides, materials (if available) and follow-up Q & A document.

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  • Model: cd_complaints0419
  • Manufactured by: Glia Group, Inc.

This product was added to our catalog on Wednesday 16 December, 2015.

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