FINDING THE SILVER LINING IN CUSTOMER COMPLAINTS

In this issue:

Page 3. Editorial note from the Managing Principal, Center of Regulatory Intelligence

Page 4. Regulatory Roundup

Page 5. FOCUS I Finding the silver lining in customer complaints

- A recent regulatory spotlight

- The goals of complaint systems

- How regulators handle complaints

- How institutions can create strong complaint management systems

- Difference in regulatory requirements for complaint processing

- What to expect from examiners

Page 14. How to create 'quality': Understanding your institution's QA and QC objectives

Page 18. Contact us