The 2015 annual report from the CFPB Ombudsman’s Office

Today, I want to share with you the CFPB Ombudsman’s annual report, which I delivered to Director Cordray. The CFPB Ombudsman’s Office is an independent, impartial, and confidential resource that assists consumers and companies in informally resolving issues with the CFPB. This report summarizes our activities in fiscal year 2015.

The report includes a description of how our office works in practice with a new flowchart of when to contact us and what to expect when you do, an analysis of the inquiries we received in fiscal year 2015, and a recap of our first Ombudsman Forum.

Additionally, you’ll find discussion and our accompanying feedback or recommendations on three topics:

  • CFPB field hearings,
  • Language used in CFPB consent orders and their corresponding press releases, and
  • Defining company response options in conjunction with the CFPB’s public Consumer Complaint Database.

More information about our resource is available on our webpage, including the various ways to reach us. We 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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