The CFPB’s online consumer complaint system is up and running for credit cards, mortgages, student loans, vehicle loans, and certain other consumer loan products. By the end of 2012, the CFPB plans to handle complaints for all other consumer financial products and services.

Complaint information is now under constant scrutiny by the CFPB and is being shared with the FTC, as well as numerous other federal, state, and local agencies. Now, more than ever, the handling of complaints by a consumer financial service provider is a potential source for examination and enforcement risk.

Ballard Spahr attorneys will discuss the heightened importance of complaint resolution and explain the measures that every financial service provider should take to minimize risk and withstand regulatory scrutiny.


  • The increased focus on consumer complaints by regulators
  • Coordination and communication between the CFPB and other regulators
  • How complaint information will be used in connection with examination and enforcement efforts
  • The CFPB online complaint system and the important procedural requirements involved
  • Critical aspects for documented policies and procedures
  • Considerations for handling and resolving complaints to minimize risk
  • How to craft and implement monitoring and training measures
  • Tracking complaint trends to support compliance and risk mitigation efforts


12:00 PM - 1:00 PM ET | Webinar


Alan S. Kaplinsky, Practice Leader, Consumer Financial Services Group


Reid F. Herlihy, Associate, Mortgage Banking Group
Christopher J. Willis, Partner, Consumer Financial Services Group

This program is open to Ballard Spahr clients and members of the financial services industry. There is no cost to attend. This program is not eligible for continuing education credits. Please register at least two days before the webinar. Login details will be sent to all registrants. For more information, contact Lora Burns at