Frequently asked questions about CFPB Ombudsman
The CFPB Ombudsman assists in the resolution of individual and systemic process issues that a consumer, financial entity, consumer or trade group, or anyone else may have with the CFPB by advocating for a fair process. In general, the Ombudsman analyzes and learns about all perspectives on a process issue and may:
- Review the applicable laws, regulations, policy, and data
- Talk with the individual and/or stakeholders involved
- Meet with CFPB officials
Upon completion of that review and to assist, the Ombudsman can:
- Facilitate discussions,
- Brainstorm and evaluate options and resources,
- Share independent analyses,
- Offer an impartial perspective,
- Ensure confidentiality of someone’s identity, with few exceptions
- Engage in shuttle diplomacy, and
- Provide recommendations, among other options
The Ombudsman does not:
- Address matters already in litigation
- Delay any statutory, regulatory, or other CFPB deadlines
- Make decisions or legal determinations for the CFPB
- Serve as a formal office of legal notice for the CFPB
- Address internal human resources matters
Use the Ombudsman’s Office when you have not had success with the existing CFPB avenues for addressing your CFPB process concerns. You may use the Ombudsman’s Office to try and achieve an informal resolution, or because you want to keep your concerns confidential.
You’re welcome to reach out to us at any time, but we ask you to try the existing CFPB avenues for resolution first.
If your process concern is not resolved through those regular avenues, we look forward to hearing from you.
The CFPB Ombudsman’s Office regularly conducts our own independent outreach to share about our resources.
If you’d like the CFPB Ombudsman’s Office to join you for a meeting or conference to share about our role, send an email to CFPBOmbudsman@cfpb.gov or give us a call at 1-855-830-7880.