We first review recent studies finding racial disparities in connection with consumer complaints and look at the methodology used for those studies and its limitations. We then discuss how the CFPB uses complaint data, the risks faced by companies that are the subject of complaints, and the key components of an effective complaint management system that companies should have in place.
Ballard Spahr attorney Alan Kaplinsky hosts the conversation, with Chris Willis, Co-Chair of the firm’s Consumer Financial Services Practice Group, and Lori Sommerfield, Of Counsel and a member of the Group.
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