Managing Consumer Complaints


Researching and responding to complaints can cost institutions time and money; but when properly managed, consumer complaints can be a powerful source of information that financial institutions can utilize to improve processes and refine products that meet or exceed customer expectations. This WiBinar will focus on key elements of effective complaint management systems.

Learning Objectives

  • Review proven methods for evaluating and utilizing consumer complaints
  • Explore significant compliance issues
  • Identify and mitigate key elements of UDAAP when evaluating consumer complaints


Dan Huston, CFIRS
Managing Member
D.L. Huston, LLC

Dan’s professional career, spanning four decades, has focused on assisting clients in identifying and resolving operational, risk management, and compliance issues. His expertise focuses on providing clients with guidance in designing effective and efficient procedures and controls to implement new and changing regulatory guidance; implementing corrective action in response to directives from federal and state oversight agencies; and designing and executing testing to evaluate the effectiveness of implemented solutions and controls. Dan’s experience includes 19 years supervising operational and lending functions at a large regional financial institution and 16 years with a regional public accounting firm, which included nine years as the partner responsible for the firm’s internal audit and regulatory practice for financial institutions. His experience includes having worked with over 200 banks, credit unions and trust companies. Dan is the managing member of D.L. Huston, LLC, and lives in Portland, Oregon.

WiBinar Fees

Pricing For Price Season Pass
Bank Member $195 $0
Bank Nonmember $249 $0
Affiliate Member $195 $0
Affiliate Nonmember $249 $0

Season Pass Members receive 4 individual logins to every WiBinar.

This WiBinar is ideal for

Compliance Officer, Compliance Specialist


Click here to register online