CFPB Ombudsman’s Office 2016 Annual Report

This month marks the fifth anniversary of the CFPB Ombudsman’s Office, an independent, impartial, and confidential resource that assists consumers, financial entities, consumer groups, trade groups, and others in informally resolving process issues with the CFPB. As we observe this anniversary, today I also want to share with you our fifth annual report , which I delivered to Director Cordray. 

Our annual report summarizes our activities during fiscal year 2016. It includes a description of how our office works in practice, including newly designed materials to inform our stakeholders about our resource. We also have a section with examples that demonstrate our work in practice, an analysis of the individual inquiries we received this year, and a recap of our Ombudsman Forum with national and regional consumer-focused organizations. 

Additionally, the report includes discussion and our accompanying feedback or recommendations on two topics:

  • Memorialization of ex parte communications and
  • Consumers' options to identify concerns with their companies as provided in the CFPB’s public Consumer Complaint Database.  
The report also contains updated information regarding two previously studied issues, CFPB field hearings and company responses to consumer complaints as provided in the Consumer Complaint Database.  

As we mark our fifth anniversary in the Ombudsman’s Office, we are exploring new initiatives to assist both the people who reach us and the CFPB, and look forward to your suggestions. We also welcome you to connect with us on topics that we have shared in our report, ask questions about our role, or discuss CFPB process matters at CFPBOmbudsman@cfpb.gov or (855) 830-7880.


Wendy Kamenshine is the Ombudsman for the Consumer Financial Protection Bureau.

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