"Consumer complaints are the CFPB’s compass and play a central role in everything we do. They help us identify and prioritize problems for potential action.” That's how Director Richard Cordray recently described the CFPB's use of consumer complaints in connection with the CFPB's launch of monthly complaint reports. 

The CFPB's scrutiny of consumer complaints and its public disclosure of complaint data (which now includes complaint narratives and lists of "most-complained-about companies") create significant risks for providers of consumer financial services. In addition to the reputational risk arising from public disclosure, the CFPB's use of consumer complaints to inform its actions creates supervisory and enforcement risk.  

In this webinar, Tristram Wolf, a former investigator with the CFPB's Consumer Response Division (which is responsible for handling consumer complaints), will share his insights about the CFPB's use of complaint information, as well as measures financial services providers should take to meet the CFPB's expectations for complaint management and to minimize risk. He will be joined by other members of Ballard Spahr's Consumer Financial Services Group with substantial experience in representing clients in CFPB supervisory and enforcement matters.

As part of this webinar, we will also take your questions in advance. Please let us know what questions you would like our panel to answer by typing them into the boxes at the bottom of the registration form. We encourage you to submit up to three questions.

DATE and Time

Tuesday, November 17, 2015
12:00 PM - 1:00 PM ET


Alan S. Kaplinsky, Practice Leader
Consumer Financial Services Group  


Christopher J. Willis
Consumer Financial Services Group 

Bowen "Bo" Ranney
Consumer Financial Services Group

Tristram Q. Wolf

Consumer Financial Services Group

This program is open to Ballard Spahr clients interested in issues pertaining to LEP consumers. 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 approved registrants. For more information, contact Lisa M. Prickril at prickrill@ballardspahr.com