Dates of Event & Pricing

$295 for Webinar, Bonus Materials and Playback*

*Playback has no expiration.

  • Friday, December 13, 2019

  • 2:00 – 3:30 pm (Eastern Time)

  • 1:00 – 2:30 pm (Central Time)

  • 12:00 – 1:30 pm (Mountain Time)

  • 11:00 – 12:30 pm (Pacific Time)


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

Who Should Attend?

  • Compliance Officers
  • Auditors
  • Branch Managers and Staff
  • Retail Executives


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


  • Dawn Kincaid

    Dawn Kincaid

    Compliance Consultant - Brode Consulting Services

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


1.5 CPE Credits & 1.8 AAP Credits