The CFPB and Mortgage Complaints
One of the large changes in the bank regulatory environment is the new focus on customer satisfaction with the mortgage process. Central to the Bureau’s mission is listening and responding to consumers. The Bureau has made it easy for the consumer, via their website, and encourages consumers to report their experiences with financial institutions. Just three quarters of the way through last year the CFPB reported that over 139,000 complaints had been registered, and over 50% of those complaints were with the mortgage process! Not good for the community banker!