FrameWork is a monthly newsletter that presents you with content and media focused on big ideas about customer complaints—all with Marcia Tal’s insightful point-of-view and commentary.

Top Reasons Why Banks Pay Monetary Relief

February 8, 2021|

What exactly is monetary relief and when do financial institutions provide it to consumers?

Monetary relief is defined as objective, measurable, and verifiable relief that is provided to the consumer as a direct result of the steps taken or that will be taken in response to a complaint. As of December 2020, CFPB public enforcement actions have resulted in over $12.9 Billion in total consumer relief and fewer than 5% of CFPB customer complaints are resolved with monetary relief. As the new CFPB director focuses on consumer fairness and financial inclusion, how should financial institutions […]

5 Highlights from 2020

December 18, 2020|

Wishing you a year that’s better than the last, filled with health, happiness, and deep listening — to ourselves and to those around us.

This year, we have all experienced many challenges. As we continue to witness life’s fragility, we are focused on helping companies gain resilience by listening to their customers’ voices. We are proud that our innovations have garnered much attention, and we thank you for being part of our journey.

1. Bias Index: Identifying Discrimination In Our Institutions

Our purpose has always been to ensure […]