Filing a Complaint with the CFPB

Quick answer

• Identify the financial product or service you have a problem with.
• Gather all relevant documents and details about your issue.
• Visit the CFPB website to submit your complaint online.
• Clearly and concisely explain your problem and what resolution you seek.
• Submit your complaint and await a response from the company.
• You can also file by phone or mail if preferred.

Who this is for

• Consumers who have a problem with a financial product or service.
• Individuals who have already tried to resolve an issue directly with a company without success.
• People seeking a neutral third party to help mediate a dispute with a financial institution.

What to check first (before you act)

Goal and timeline

Before filing, clarify what you hope to achieve by filing a complaint. Are you seeking a refund, a correction of an error, or simply to prevent others from experiencing the same issue? Having a clear goal will help you articulate your situation. Also, consider if there are any deadlines for reporting certain types of issues, though the CFPB generally handles complaints that are not excessively old.

Current cash flow

While filing a complaint itself is free, the underlying issue might involve financial distress. Understanding your current cash flow is crucial. If the complaint is about a debt, a billing error, or a loan issue, assess how this problem impacts your ability to manage your day-to-day finances. This self-assessment helps you prioritize and understand the urgency of your situation.

Emergency fund or safety buffer

Having an emergency fund can provide a financial cushion while your complaint is being processed. If the issue involves a significant financial loss or an unexpected expense, your emergency fund can help you navigate the interim period without further financial strain. If you don’t have one, consider building one as a priority after addressing the immediate complaint.

Debt and interest rates

If your complaint involves debt, understand the terms, interest rates, and any fees associated with it. This information is vital for substantiating your claim. For example, if you believe you were charged an incorrect fee or interest rate, having the original agreement and subsequent statements is essential.

Credit impact

Consider how the issue might be affecting your credit report or score. Incorrect information on your credit report can have long-term consequences. If your complaint is related to a billing error or a dispute with a lender, note any potential impact on your credit. The CFPB complaint process can sometimes lead to corrections on your credit report if errors are identified.

Step-by-step (simple workflow)

Step 1: Identify the financial product or service

• What to do: Pinpoint the exact financial product or service involved in your issue. This could be a credit card, mortgage, student loan, bank account, payday loan, debt collection, or a remittance transfer.
• What “good” looks like: You can clearly name the type of product or service and the company providing it.
• A common mistake and how to avoid it: Vaguely describing the product (e.g., “my bank issue”). Avoid this by being specific (e.g., “my checking account overdraft fees”).

Step 2: Gather your information

• What to do: Collect all relevant documents, such as account statements, bills, contracts, letters, emails, and notes from phone calls. Record dates, times, and names of people you spoke with.
• What “good” looks like: You have a organized file of all supporting evidence.
• A common mistake and how to avoid it: Not having proof. Avoid this by keeping thorough records of every interaction and transaction related to the issue.

Step 3: Visit the CFPB website

• What to do: Go to the official Consumer Financial Protection Bureau website. Navigate to the “Submit a complaint” section.
• What “good” looks like: You are on the official CFPB complaint portal.
• A common mistake and how to avoid it: Using an unofficial website that mimics the CFPB. Avoid this by always verifying the website address (consumerfinance.gov).

Step 4: Choose the complaint type

• What to do: Select the category that best matches your financial product or service.
• What “good” looks like: You have accurately categorized your issue.
• A common mistake and how to avoid it: Selecting the wrong category, which can delay processing. Avoid this by carefully reading the descriptions for each category.

Step 5: Provide company details

• What to do: Enter the name of the company you are filing a complaint against.
• What “good” looks like: The correct company name is entered.
• A common mistake and how to avoid it: Misspelling the company name. Avoid this by double-checking the spelling.

Step 6: Describe your issue

• What to do: Clearly and concisely explain what happened. Be factual and avoid emotional language. Include dates, amounts, and specific details.
• What “good” looks like: Your explanation is easy to understand and provides all necessary facts.
• A common mistake and how to avoid it: Writing a lengthy, rambling story. Avoid this by sticking to the facts and focusing on the core problem.

Step 7: State your desired resolution

• What to do: Explain what you want the company to do to resolve the issue. Be specific about the outcome you are seeking.
• What “good” looks like: You have a clear request for action (e.g., refund of $X, correction of Y error).
• A common mistake and how to avoid it: Being vague about what you want. Avoid this by clearly stating the specific action you want the company to take.

Step 8: Upload supporting documents

• What to do: Attach copies of the documents you gathered in Step 2.
• What “good” looks like: All relevant evidence is attached to your complaint.
• A common mistake and how to avoid it: Not providing enough evidence. Avoid this by uploading all documents that support your claims.

Step 9: Submit your complaint

• What to do: Review all information for accuracy and submit the complaint.
• What “good” looks like: Your complaint is successfully submitted, and you receive a confirmation.
• A common mistake and how to avoid it: Submitting without reviewing. Avoid this by proofreading everything before hitting submit.

Step 10: Await company response

• What to do: The CFPB will forward your complaint to the company, which typically has 15 days to respond. You will be notified of their response.
• What “good” looks like: You receive timely updates from the CFPB regarding the company’s response.
• A common mistake and how to avoid it: Expecting an immediate resolution. Avoid this by understanding that the process takes time.

Common mistakes (and what happens if you ignore them)

Mistake	What it causes	Fix
<strong>Not trying to resolve with the company first</strong>	CFPB may ask you to try resolving directly first, delaying your case.	Always contact the company directly to attempt resolution before filing with the CFPB. Keep records of these attempts.
<strong>Filing a complaint about a non-financial product/service</strong>	Your complaint will be dismissed or misrouted, wasting your time.	Ensure your issue pertains to a financial product or service regulated by the CFPB.
<strong>Vague or incomplete description</strong>	The company may not understand the issue, leading to an inadequate response.	Be specific, factual, and provide all necessary details, including dates, amounts, and names.
<strong>Not attaching supporting documents</strong>	Your claim may be harder to verify, potentially weakening your case.	Gather and attach all relevant evidence, such as statements, contracts, and correspondence.
<strong>Seeking an unreasonable resolution</strong>	The company may reject your request, hindering resolution.	Request a resolution that is fair, proportionate to the harm, and legally permissible.
<strong>Missing deadlines for certain issues</strong>	You may lose the opportunity to file a complaint or have it resolved.	Be aware of any time limits for reporting specific issues (e.g., billing disputes). Check with the company or relevant regulations.
<strong>Using unofficial websites</strong>	You may fall victim to scams or submit information to the wrong entity.	Always use the official CFPB website: consumerfinance.gov.
<strong>Not following up</strong>	You might miss important updates or opportunities to provide further info.	Regularly check your CFPB portal or email for updates and respond promptly to any requests for additional information.
<strong>Being overly emotional or aggressive</strong>	It can detract from the factual nature of your complaint and hinder progress.	Maintain a calm, professional, and factual tone in your written complaint.
<strong>Failing to understand the CFPB’s role</strong>	You might expect the CFPB to act as your lawyer or force a specific outcome.	Understand that the CFPB facilitates communication and dispute resolution, but does not represent you legally.

Decision rules (simple if/then)

• If you have a problem with a credit card company’s billing, then file a CFPB complaint because it’s a common financial product they handle.
• If you’ve already spoken to the company multiple times and they haven’t resolved your issue, then file a CFPB complaint because they act as a mediator.
• If your complaint involves a debt collector’s practices, then file a CFPB complaint because they oversee debt collection regulations.
• If you are unsure about the exact company name, then try to find it on your billing statement or contract before filing because accuracy is important.
• If your issue is about a faulty appliance, then do NOT file a CFPB complaint because it’s not a financial product.
• If you are seeking immediate legal action, then consult an attorney first because the CFPB is primarily a dispute resolution and consumer protection agency, not a legal representative.
• If you have all your documentation ready, then you can likely submit your complaint online efficiently because the website guides you through the process.
• If you prefer speaking to someone, then call the CFPB directly because they offer phone assistance for filing complaints.
• If the company has not responded within 15 days, then you can check the status of your complaint through your CFPB online account because the CFPB tracks these timelines.
• If your complaint is resolved, then consider sharing your experience (anonymously if desired) to help others because consumer feedback is valuable.
• If you believe the company’s actions violated federal consumer financial laws, then filing a complaint helps the CFPB identify patterns of misconduct because they use complaints for supervision and enforcement.
• If you have a dispute about a mortgage servicing error, then file a CFPB complaint because mortgages are a key area of focus for the bureau.

FAQ

What is the CFPB?

The Consumer Financial Protection Bureau (CFPB) is a U.S. government agency that makes sure banks, lenders, and other financial companies treat consumers fairly. They help protect consumers by regulating financial products and services.

Do I have to pay to file a complaint?

No, filing a complaint with the CFPB is free. The agency’s services are provided to consumers at no cost.

How long does it take to resolve a complaint?

Resolution times can vary. Typically, companies have 15 days to respond to a complaint. The entire process can take weeks or even months depending on the complexity of the issue and the company’s responsiveness.

What if the company doesn’t respond?

If a company fails to respond to your complaint or provides an unsatisfactory response, the CFPB may take further action. They can use this information in their supervisory and enforcement activities to address patterns of misconduct.

Can the CFPB force a company to give me money?

The CFPB’s primary role is to facilitate communication and resolution between consumers and companies. While they can help mediate disputes and encourage fair practices, they do not typically force companies to pay specific monetary damages.

What types of financial products does the CFPB cover?

The CFPB covers a wide range of financial products and services, including mortgages, credit cards, student loans, auto loans, credit reporting, debt collection, and more.

What information should I have before filing?

It’s best to have your account numbers, dates of relevant events, names of people you spoke with, copies of documents (statements, contracts, letters), and a clear description of what happened and what you want resolved.

Can I file a complaint on behalf of someone else?

Generally, you can file a complaint on behalf of another person if you have their explicit permission or are their legal representative. The CFPB may require verification of this authority.

What this page does NOT cover (and where to go next)

• Legal representation: The CFPB does not provide legal advice or act as your attorney. If you need legal counsel, consult with a qualified attorney.
• Specific legal outcomes: The CFPB facilitates dispute resolution but cannot guarantee a specific outcome or force a company to take a particular action.
• Complaints about non-financial services: Issues unrelated to financial products or services (e.g., retail disputes, utility problems) are not handled by the CFPB.
• International financial services: Complaints typically need to involve U.S.-based financial institutions or services offered within the United States.
• Credit repair services: While they are financial in nature, specific regulations around credit repair services might require you to contact other agencies or seek specialized advice.
• Investment advice: The CFPB focuses on consumer financial products, not investment advice. For investment-related concerns, you might need to consult the Securities and Exchange Commission (SEC) or a financial advisor.