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6/7/18 - Julie Williams on Challenges with Managing Customer Complaints

Promontory Managing Director and Director of Domestic Advisory Practice Julie Williams was quoted in a Wall Street Journal article about the Office of the Comptroller of the Currency’s review of the sales practices of over 40 large retail banks.

Williams said that identifying systemic issues through trends in customer-complaint data can be difficult, in part because banks receive complaints from a number of channels, including phone lines, whistleblower hotlines, and email.

“A lot of companies have more than one place where both the external and internal complaints come in,” Williams said.

Click here to read the full article.