From Risk Signal to Action: Turning Complaints Into Your Competitive Advantage

Customer acquisition costs hundreds of dollars. Losing one costs thousands. Yet most financial institutions treat complaints as regulatory paperwork instead of what they really are: early warning signals that a relationship is at risk. In this webinar, we'll move beyond checkbox compliance and show you how to build a complaint management program that doesn't just meet regulatory expectations — it actively protects customer relationships, reduces attrition, and gives you actionable intelligence your competitors are missing. 

Whether you're refining a mature program or building one from scratch with limited resources, you'll walk away with practical strategies to turn complaint data into measurable improvements. 

What we'll cover:

• Why "no complaints" is a red flag, not a win - How to capture the feedback that's hiding in branches, call notes, and social media before customers quietly leave 
• The compliance vs. satisfaction gap - Why policies can pass legal review and still drive customers away (and how complaints reveal the difference) 
• Getting definitions right - Distinguishing regulatory complaints from customer service issues and inquiries, and why it matters for both compliance and retention 
• Root cause analysis that drives change - Moving beyond "what happened" to "why it keeps happening" and how to fix systemic issues 
• Turning data into action - Which trends and patterns actually matter, and how to translate them into improvements across products, policies, and customer experience 
• Reporting that gets attention - What to include in board and leadership reports to make complaint insights strategic, not just informational 
• Scenarios and real-world application - Walking through common challenges and how to handle them effectively

You'll leave with: Practical frameworks to strengthen your program, protect customer relationships, and use complaint intelligence to improve outcomes across compliance, operations, and strategy, not just survive the next exam.