If an organization hasn’t already done so, it would be well advised to institute a complaint management process. During the recent American Bankers Association’s regulatory compliance conference, Mary Clouthier, senior audit manager with the compliance and operational risk audit team at Wells Fargo, rattled off nearly a dozen components that should make up an effective complaint management process. She started with, surprisingly for some, an institutional definition of “complaint.” A complaint could be defined as “an oral or written...