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.