Customer Complaint - Definition

SVP at a bank ($82MUSA)

I have a Compliance Committee meeting scheduled soon and I'd like to discuss customer complaints. Right now, it seems the only compliants I hear about are pretty much the ones coming via a credit union. I have tried in the past to explain that customer compliants can be much more extensive (but in 18 months have not received one other "complaint"); now maybe this is really good news, or maybe I'm just not hearing about things. At our quarterly compliance meeting, I'd like to review the types of things that could be considered a customer complaint. Any suggestions?