Question & Answer

Question: We have received a customer complaint that relates to service. How should we treat this complaint for purposes of our CRA file?

Answer: Presumably you have made a positive response to the complaint by providing the service requested or a service similar to it. If so, reflect the response in your public file. This is more than a question of compliance. Take full CRA credit for what you have done. Toot your bank's horn. No-one else will.

Copyright © 1998 Compliance Action. Originally appeared in Compliance Action, Vol. 3, No. 9, 7/98