Consumer protection & UDAAP
A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 5 details that are specific to your organisation.
- Length
- 35 min
- Lessons
- 7 lessons
- Frequency
- At hire + annually
- Last reviewed
- 8 Oct 2026
Agent's incentive pushes add-on products; customer says "just fix my card"
Try it: this is one of 13 interactive activities in the course.
What's included
Three pieces that work together
Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.
Self-paced course
Short lessons with real workplace scenarios, not walls of text.
- 7 lessons, about 35 minutes
- 2 video slots (you add the videos)
- Accordion, scenario, tabs, flashcards and quizzes
- 10-question final check, 80% to pass
Live session deck
An AhaSlides presentation to run after the course, in person or online.
- 9 slides
- Quiz, word cloud, poll, open-ended slides
- A closing slide for your contacts
Two surveys
Find out what landed, and whether people use it on the job.
- Post-course feedback, about 2 minutes
- 30-day check-in
- Anonymous by default
- Results feed your next refresher
Learning objectives
At the end of this course, learners can
Each objective and the lesson that covers it.
| ID | Objective | Source | Where it's covered |
|---|---|---|---|
| TO 1.0 | Achieve ≥ 80% on the final assessment | - | Whole course |
| LO 61.1.1 | Explain who enforces UDAAP/UDAP and why it matters | DFA 1031, 1042; FTC Act s.5 | Lesson 1: Why the rule exists |
| LO 61.2.1 | Apply the tests for unfair, deceptive and abusive | 12 U.S.C. 5531(c)-(d); FTC policy statements | Lesson 2: The three tests |
| LO 61.3.1 | Classify everyday sales, marketing and servicing practices | Enforcement patterns | Lesson 3: Allowed vs not allowed |
| LO 61.4.1 | Recognise complaint signals that point to UDAAP risk + your info | Best practice | Lesson 4: Red flags & duties |
| LO 61.5.1 | Escalate a practice or script that may mislead + your info | Company policy | Lesson 5: Case practice |
Your part: what a template can't do for you
- Your workplace details: fill in the 5 highlighted fields so the course describes your own policies, contacts and locations.
- Records: record completion in your own LMS or record system.
Course outline
7 lessons, about 35 minutes
Minutes per lesson are an estimate, shared out by page count.
1Why the rule exists
2 pages
5 min
Why the rule exists
2 pages
2The three tests
3 pages
8 min
The three tests
3 pages
3Allowed vs not allowed
2 pages
5 min
Allowed vs not allowed
2 pages
4Red flags & duties
2 pages
5 min
Red flags & duties
2 pages
5Case practice
2 pages
5 min
Case practice
2 pages
6Escalate correctly
1 page
2 min
Escalate correctly
1 page
7Final assessment
Assessment
5 min
Final assessment
Assessment
Live deck and surveys
9 slides to run live, two surveys to close the loop
Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.
Post-course feedback: 11 questions, about 2 min
- Overall rating 5 stars
- Relevant, realistic, right length, helpful activities agree/disagree grid
- What was most useful? multi-select
- Confidence before this course, and now 1-5 scale
- The deception test focuses on… multiple choice
- Is there a script, fee or process you think customers often misunderstand? (No names, please.) open text
- How confident are you explaining fees in plain language? 1-5 scale
- Sales targets never push me to sell products customers don't clearly want. 1-5 scale
- One thing we should change or add open text
- Would you recommend this course? NPS
30-day check-in
- Have you used what you learned since the course? multiple choice
- How confident are you today? Compare with day 1 1-5 scale
- Do you know where to find our compliance contact and complaint logging process? yes / no / not sure
- A moment where the training helped, or where you weren't sure open text
- Which topics should the next refresher focus on? ranking
Results show whether people use the training on the job, not just whether they finished it.
Make it yours
5 fields to fill in, and you're ready
Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.
- Complaint logging process
{{COMPLAINT_LOGGING_PROCESS}} - Approved scripts location
{{APPROVED_SCRIPTS_LOCATION}} - Compliance contact
{{COMPLIANCE_CONTACT}} - Ethics hotline
{{ETHICS_HOTLINE}} - LMS or record system
{{LMS_OR_RECORD_SYSTEM}}
FAQ
Common questions
Can I run consumer protection & UDAAP training online?
The course itself is self-paced and online, and the live deck lets you add a live session. Whether online delivery meets your local rules depends on the law that applies to you, so check Dodd-Frank Act ss.1031 & 1036 or ask your own counsel.
How often is this training needed?
At hire + annually; when products or marketing change.
Who needs this training?
Customer-facing staff, collections, marketing, product and sales teams at banks, lenders, fintechs, servicers and any consumer business.
What records should I keep?
Record completion in your own LMS or record system, so you can show who finished the course and when. Check the retention period that applies to you in Dodd-Frank Act ss.1031 & 1036.
Can I edit the content?
Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply. Keep anything your own law requires you to cover.
Related templates
Often taught together
Insider trading & confidential information
All employees · Finance & Corporate Ethics
Identity theft Red Flags Rule
Staff · Finance & Corporate Ethics
Code of conduct
All employees · Finance & Corporate Ethics
Conflicts of interest
All employees; variant: procurement · Finance & Corporate Ethics
Ready to run it?
Open the live deck to see how the session runs alongside the course and both surveys.