Education & Events

UDAAP: Consumer Complaint Monitoring & Avoiding Harm

Apr 02, 2019
Program Overview: 

Tuesday, April 2, 2019, 3:00 - 4:30 pm

The CFPB examination manual’s UDAAP (unfair, deceptive, or abusive acts or practices) section addresses the importance of the consumer complaint process.  UDAAP violations can cause significant financial injury to consumers, erode consumer confidence, and undermine the financial marketplace.  Bottom line – everyone wants to avoid UDAAP issues! 

Consumer complaints play a key role in detecting potential UDAAP issues and are an essential information source for regulatory examinations, enforcement, and rule-making.  Complaints also have the potential to flag compliance management weaknesses, including training, internal controls, and monitoring.  This jam-packed session will review best practices, procedures, and tools to strengthen your UDAAP compliance program! 

  • UDAAP and consumer complaint policy language
  • Examples of unfair, deceptive, or abusive acts or practices and how to avoid them
  • Guidelines to govern fee waivers for both deposit and loan products
  • Defining and training staff on consumer complaints
  • Tracking, responding to, and reporting consumer complaints to the board

    • Sample UDAAP policy
    • Sample UDAAP risk assessment
    • Consumer complaint log
    • Employee training log
    • Quiz to measure staff learning and a separate answer key

      ABOUT THE PRESENTER – Dawn Kincaid, Brode Consulting Services, Inc.

      Dawn Kincaid began her banking career while attending The Ohio State University.  She has 17 years’ experience in client service, operations, information technology, administrative and board relations, marketing, and compliance.  Most recently Dawn served as the Senior Vice President of Operations for a central-Ohio-based community bank, where she created and refined policies and procedures, conducted self-audits and risk assessments, and organized implementation of new products and services.  Dawn has served in the roles of Compliance, BSA/AML, CRA, Privacy, and Security Officer.  She has led training initiatives, prepared due diligence information, completed a variety of regulatory applications, coordinated internal and external audits and exams, and presented for numerous state associations.



      This informative session is designed for compliance officers, branch managers, and internal auditors.














      Live Webinar
          $255.00 Single Location
          $150.00 Each Additional Location

      Recorded Webinar & Free Digital Download

      Premiere Package (Live & Recorded Webinar with Free Digital Download)

      Association Contact: 

      If you have any questions or need additional information, please contact Marcy Borden at 317-387-9380 or

      Cancellation Policy: 

      Within three or more business days prior to the day of an educational program, no cancellation charge will be assessed. If your bank is unable to participate after registering, you can select to purchase the on-demand presentation.

      Webinar Options: 

      1.  Live Webinar
      The LIVE WEBINAR option allows you to have one telephone connection for the audio portion and one Internet connection (from a single computer terminal) to view online visuals as the presentation is delivered.  You may have as many people as you like listen from your office speaker phone. Registrants receive a toll-free number & pass code that will allow entrance to the seminar. Seminar materials, including instructions, pin number, and handouts will be emailed to you prior to the broadcast.  You will need the most current version of Adobe Reader available free at

      2.  Recorded Webinar & Free Digital Download
      Can’t attend the live webinar?  The recorded webinar & Free Digital web link is a recording of the live event, including audio, visuals, & handouts. We even provide the presenter’s email address so you may ask follow-up questions.  Approximately one week prior to the webinar, you will receive an email with the web link.  This web link can be viewed anytime 24/7, beginning 6 business days after the webinar and will expire 6 months after the live program date.  

      LIMITED AVAILABILITY:  The Recorded Webinar & Free Digital Download web link may ONLY be ordered for 6 months following the webinar.

      3.  Both Live Webinar & Recorded Webinar & Free Digital Download
      Includes options 1 and 2 above