Customers will complain, and some of those complaints may be caused by your vendors. You must have a good methodology for managing those complaints. While you may have outsourced a product or service, when it comes to handling something as sensitive as consumer complaint data, the buck always stops with you.
Regulators reference the importance of effectively managing and understanding complaints, even at the vendor level, and have specific guidance regarding the need to review the policies and procedures of managing vendor relationships.
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