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Consumer Financial Protection Bureau
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ALTA Best Practice #7 – Consumer Complaints

Best Practice 7 – Consumer Complaints Adopt and maintain procedures for resolving consumer complaints. A process for receiving and addressing consumer complaints is important to ensure that any instances of poor service or non-compliance do not go unresolved.

Purpose: A process for receiving and addressing consumer complaints is important to ensure that any instances of poor service or non-compliance do not go unresolved.

Summary of Procedure

Action
Timeframe
Customer complaint received
 
Complaint intake form is filled out
By the end of the day
Complaint intake form delivered to Complaint Coordinator
By the end of the day
Status update is made to the consumer. If the complaint is not resolvable within 3 additional business days.
By the end of the 5th business day
Status update every 3rd business day thereafter.
By the end of the 8th business day and subsequent days until the complaint is resolved.
Complaint intake form is completed and a copy is either uploaded to server or kept in a separate file along with others
At resolution of the complaint.

Consumer Complaint Form

All fields are required.
Your Information
Name:
Address:
City:
State:
Zip:
E-mail:
Contact Number:
Person Complaint is against:
Person Involved in incident:
Company Name:
Address:
City:
State:
Zip:
Description of Complaint:
Place of Transaction:
Date of Transaction:
Guaranty File Number:
Address or Legal Description of Property involved in incident:
Please explain the circumstances surrounding your complaint below:
Resolution:
What action by the company or person (s) would resolve this matter to your satisfaction?
I verify, under penalty of law, that everything contained in the foregoing complaint is true and correct to the best of my knowledge and belief.
E-Signature of Complaint (Type Your Full Name):
    Date
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