Charlotte Haendler and Rawley Heimer on Financial-Services Complaints

Charlotte Haendler, a PhD student in finance at Boston College, and Rawley Heimer, an assistant professor of finance at Boston College, join the Business Scholarship Podcast to discuss their article The Financial Restitution Gap in Consumer Finance: Insights from Complaints Filed with the CFPB. In this paper, Haendler and Heimer use data from customer complaints submitted to the Consumer Financial Protection Bureau to examine how financial-services providers treat customers of different socioeconomic statuses. After finding racial and income gaps in the likelihood that complaints result in restitution, the authors examine potential mechanisms, including financial industry reaction to changing presidential administrations.