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Best Practices

Procedures for Resolving Consumer Complaints

June 27, 2013

A written complaint handling policy is a good way to ensure that complaints are taken seriously and dealt with appropriately and consistently. A component of ALTA’s “Title Insurance and Settlement Company Best Practices” encourages members to adopt and maintain procedures for resolving consumer complaints.

A process for receiving and addressing consumer complaints is important to ensure that any instances of poor service or non-compliance do not go undiscovered. Procedures to meet this best practice include:

  • Consumer complaint intake, documentation and tracking
    • Standard procedures for logging and resolving consumer complaints ensure that consumers provide the company with sufficient information to understand the nature and scope of the complaint
      • Develop a standard consumer complaint form that identifies information that connects the complaint to a specific transaction
      • Set a single point of contact for consumer complaints
      • Establish procedures for forwarding complaints to appropriate personnel
      • Maintain a log of consumer complaints that includes whether and how the complaint was resolved
ALTA members should make it easy for customers to contact the company by ensuring contact information—whether it’s a phone number or email address—can easily be found on the company website.

As a suggestion, ALTA members can use the Better Business Bureau (BBB) Code of Business Practices as a guide to developing a consumer complaint process. A portion of the BBB code advises companies to handle consumer complaints by being responsive and addressing marketplace disputes quickly, professionally and in good-faith. To be accredited by the BBB, a business must affirm that it meets and will abide by the standards.

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