Avoiding UDAAP Claims, Errors & Penalties

Avoiding UDAAP Claims, Errors & Penalties  

Wednesday, September 28, 2022
3:00 pm – 4:30 pm Eastern

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.


  • 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


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.


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


  • 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


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.  Mary-Lou 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, Mary-Lou has over 30 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.

Attendance verification for CE credits provided upon request.

Webinar Sponsored by Financial Education & Development

If you are having issues with registering online, please contact CBAO's Education, Training & Special Events Coordinator, Malia Widder, (614) 610-1877.

Registration Options (Member/Non-Member Pricing)
Live Webinar ($265/$400) – The live webinar option allows you to have unlimited connections within your institution to virtually attend the Live Webinar. The session includes question and answer sessions, handout and take-away toolkit, and the presenters contact information for follow-up, will all be emailed to you the morning of the live webinar.

On-Demand Webinar + Free Digital Download ($295/$450
– Can’t attend the live webinar? This option provides a recording of the live event, including audio, visuals, and handouts. We even provide the presenter’s email address for follow-up questions. You will receive an email with the recorded webinar link, which can be viewed anytime 24/7, beginning 2 business days after the live webinar. You will also receive instruction on how to download a free digital copy of the webinar to your PC, which you may keep and use indefinitely.

Both Live Webinar & On-Demand Webinar + Free Digital Download ($395/$600
– Includes Live Webinar and Recorded Webinar options above.


Sign In