Complaint Management
CM-07Send the sponsor bank a monthly complaint summary
How Leela would run itMonthly · by the tenth of the following month, in the bank’s form
Walked through · exampleThe requirement
Each month the sponsor bank receives a complaints summary in the form it specifies: volumes by category, trend and root cause analyses, material exceptions and aging items, and an attestation by the Compliance Officer.
- Applies
- Tell Leela about your company to see whether this applies.
- Status
- Setup needed
Tell Leela how you handle it today, or hand it over: see what’s next.
What Leela would do · example run
- Day 1Pulled last month’s complaints from the register38 complaints · example
- Day 1Added the monthly trend analysisVolumes by category, severity mix, resolution times
- Day 2Filled the sponsor bank’s templateRegulatory criticisms and executive complaints included
- Day 2Queued for the Compliance Officer’s attestationYour team attests
- By the 10thSends to the sponsor bank after attestationWaits for your attestation
What Leela keepsThe evidence this obligation leaves, as the work happens
Ready for your bank or examinerContents
- 01Complaint volumesBy category, for the month
- 02Regulatory criticisms and executive complaintsCounted in the same summary
- 03Trend and root cause analysesFrom the monthly analysis
- 04Material exceptions and aging itemsWhat is late, and why
- 05AttestationBy the Compliance Officer
- 06Transmittal recordEmail or portal receipt with the date sent
Evidence pack
Monthly complaint summary
Complaint Management §10.3 · example
6
of 6 records
An example run. The steps follow the obligation’s action and Leela’s note; the records are the obligation’s evidence in the policy library.