Despite the nationwide disruptions being caused by the coronavirus, or COVID-19, we continue our daily work to help consumers. One way we do that is by providing you with up-to-date information and resources to protect and manage your finances during this difficult time. Another is by continuing to take complaints about consumer financial products and services.
Since our inception, we’ve built a robust and technologically forward complaint process that handles approximately 30,000 complaints every month. Even in these challenging times, we are ready to send your complaints to companies to help you get the response you need.
Having a problem with a financial product or service?
If you have a problem with a financial product or service, try reaching out to the company first. Companies can usually answer questions unique to your situation and more specific to the products and services they offer.
We can also help you connect with the company if you have a complaint. Submitting a complaint and tracking your status is simple and secure. Curious how the complaint process works? Follow the steps your complaint goes through to help you get a response about your issue.
What makes an effective complaint?
The best complaints are the ones that explain, clearly and concisely:
- What happened, including key details and documents
- What you think would be a fair resolution
- What you’ve done to try and resolve it
How can I submit a complaint?
The fastest way to get started is to go to consumerfinance.gov/complaint where you’ll be able to attach relevant documents. We'll forward your complaint and any documents you provide to the company and work to get a response from them. If we find that another government agency would be better able to assist, we will forward your complaint to them and let you know. By submitting online, you’ll also be able to track your status via our secure web-based Consumer Portal.
If you can’t submit online, you can submit a complaint over the phone by calling us at (855) 411-CFPB (2372), toll free, 8 am – 8 pm, Monday – Friday. Our U.S.-based contact center can help you in over 180 languages and can also take calls from consumers who are deaf, have hearing loss, or have speech disabilities.
What happens after I submit?
After you’ve submitted your complaint you can check its status at consumerfinance.gov/complaint or by calling us at (855) 411-CFPB (2372). We’ll also send you email updates along the way, so you know where you are in the process, and what’s next.
After the company responds to your complaint, we’ll email you, and you can log back in to review the response and provide feedback.
Your complaints give us important insight into the issues you face as a consumer. Complaints provide the Bureau with near real-time information about the types of challenges consumers are experiencing with financial products and services. We use them to inform our efforts in consumer education, create clear rules of the road for companies, and take action against bad actors in the marketplace. The Bureau also shares consumer complaint information with prudential regulators, the Federal Trade Commission, other federal agencies, and state agencies to ensure that the Bureau and other regulators have useful information to support consumers.
Find more information regarding COVID-19 from CFPB
We’re working to continuously update information for consumers during this rapidly evolving situation.
We will publish all COVID-19-related information and blogs to our resource page. Information should be considered accurate as of the blog publish date.