2.6- How are complaints Filed with CFPB?




A Consumer Complaint can be filed with the CFPB by calling (855) 411-2372 or through the CFPB's Online portal at www.consumerfinance.gov/complaint/process

When a complaint is submitted to the CFPB, it goes through several steps that help complainant get a response about the issue and help identify problems in the marketplace.





(1) Complainant Submits a Complaint about an issue they have with a company about a consumer financial product or service, or another government agency forwards a complaint to the CFPB.




(2) The complaint is forwarded along with any provided documents by the complainant to the company to obtain a response from them.  If the CFPB finds that another government agency would be better able to assist, the complaint is forwarded to them and the complainant is advised accordingly.




(3) The Company reviews the complainant's complaint, communicates with the complainant as needed, and reports back about the steps taken or will take on the issue the complainant identified in their complaint. Companies generally respond in 15 days. In some cases, the company will let the complainant know their response is in progress and will provide a final response in 60 days.




(4) The Complaint is published, along with the subject and date of the complaint on the CFPB Public Consumer Complaint Database. With the consent of the complainant, CFPB publishes the description of what happened, after taking steps to remove personal information.




(5) The CFPB advises complainant when the company responds. The Complainant is able to review the company's response and will have 60 days to provide feedback about the company's response.