During this time of unprecedented global disruption, how Fintech companies respond to complaints from consumers about a range of issues – including fees and costs, eligibility criteria and payment issues – is more important than ever. Understanding consumer complaints is critical not only as a business performance metric, but also because consumer complaints increasingly drive the enforcement agenda of federal and state regulators and reveal litigation risk. At the same time, the capacity of Fintech companies to address consumer complaints may be limited due to the effects of COVID-19: staffing challenges, shifting regulatory timetables and an increased complaint volume. This webinar will discuss the importance of a comprehensive consumer complaint response strategy, identify the common pitfalls that companies experience in managing consumer complaints, and address best practices for Fintech companies in responding to consumer complaints in the current environment.
Kimberly Monty HolzelPartner