Avoiding UDAAP Claims, Errors & Penalties

You may know that UDAAP stands for unfair, deceptive, or abusive acts or practices, but do you know what these terms really mean? Avoiding UDAAP enforcement actions — and the claims that lead to them — should be a high priority. Learn more about regulators’ expectations and situations that got other financial institutions into hot water.

After This Webinar You’ll Be Able To:

  • Define the terms unfair, deceptive, and abusive practices as they apply to financial institutions
  • Track errors using a log/system to improve your process and train staff
  • Understand the penalties for noncompliance
  • Explain the processes for resolving claims related to substitute checks and items deposited through remote deposit capture
  • Distinguish between regulatory error resolution processes for debit and credit cards

Webinar Details
Enforcement actions, monetary penalties, and bad publicity — three things to avoid as much as possible. Properly handling complaints and error claims depends on your knowledge of the various regulatory requirements and examiners’ expectations for dealing fairly with accountholders. Every institution must take steps to avoid UDAAP (unfair, deceptive, or abusive acts or practices) claims, but what does that mean exactly? What practices get financial institutions into trouble? This webinar will dive into regulators’ expectations and scrutinize activities that have led to UDAAP enforcement actions. It will also address the error-resolution requirements for open-end credit, credit cards, debit cards, international remittance, Check 21 (substitute checks) and remote deposit capture.

Who Should Attend?
This informative session is designed for frontline staff and supervisors, back-office staff (ACH, EFT, error complaints), compliance personnel, and auditors.

Take-Away Toolkit

  • Summary of error resolution processes
  • Sample policy for resolving consumer claims and errors
  • Complaint management log template
  • Executive summary on UDAAP to share with other departments
  • Employee training log
  • Interactive quiz
  • PDF of slides and speaker’s contact info for follow-up questions
  • Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your agency is prohibited. Print materials may be copied for eligible participants only.

Presenter Bio

Mary-Lou Heighes – Compliance Plus, Inc.
Mary-Lou Heighes
is president and founder of Compliance Plus, Inc., which has assisted financial institutions with the development of compliance programs since 2000. She provides compliance training for trade associations and financial institutions. Heighes has been an instructor at regulatory compliance schools, conducts dozens of webinars, and speaks at numerous conferences throughout the country.

Involved with financial institutions since 1989, Heighes has over 25 years’ compliance experience. Before starting Compliance Plus in 2000, she spent five years working as a loan officer, marketer, and collector. She also worked at a state trade association for seven years providing compliance assistance and advising on state and federal legislative issues that affect financial institutions.

Registration Options

  • $245 – Live Webinar Access
  • $245 – OnDemand Access + Digital Download
  • $350 – Both Live & On-Demand Access + Digital Download


Sep 28 2022


2:00 pm - 3:30 pm



More Info