Complaints e-Book

SES Consumer Complaints – More about Processing a Complaint Processing a complaint includes: • Documenting research and communication related to the complaint. o The goal of this area of the complaint is to document and account for all activity that could occur outside SES. While we do not currently have consumer-facing functionality allowing a consumer to initiate a complaint, you can still track an email exchange or phone call between you and the consumer, or time spent researching on the CFPB’s complaint portal. • Adding alleged violations identified through the review of the complaint. o An alleged violation may reference a Federal or State regulation or statute, if applicable, and must include a description. In certain instances, complaints with alleged violations will get escalated to an investigation or examination team. • Concluding your review by either closing or referring the complaint. Here are few more details about the referral process in SES. • The referral process allows you to refer the complaint to another agency with active complaint users in SES. The receiving agency can then continue to process the complaint in SES. o Keep in mind, the receiving agency has the option to either accept or reject the complaint referral. If they choose to reject the referral, your agency continues to own the complaint and is responsible for processing it. o Also, it’s important to note that a complaint can no longer be referred to another agency in SES once an information request has been sent to the company. In the instance where an information request has been sent and you realize the complaint applies to another jurisdiction, the complaint can be closed. You would then communicate with the correct agency outside of SES and they would then create a new complaint.

Updated: 1/22/2021