Best Practices > BP 7 Consumer Complaints

ALTA Best Practice 7: Consumer Complaints


Best Practice: Adopt and maintain written procedures for resolving consumer complaints.
 
Purpose: A process for receiving and addressing consumer complaints helps ensure reported instances of poor service or non-compliance do not go undiscovered.
 
Procedures to meet this best practice:
 
Consumer complaint intake, documentation and tracking
Standard procedures for logging and resolving consumer complaints helps ensure 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.
 
(Source: American Land Title Association)
 
For additional resources to help you adhere to the Best Practices, please visit the Best Practices section of the AgentLink site.