Submitting a complaint on behalf of a consumer

Key steps when submitting a complaint for someone else:

“Let’s get started” page: To access the complaint form, you’ll need to create an account for yourself using your name, email address, and phone number. Alternatively, you can log in and start a new complaint, if you have an existing account.

Step 1 and 2 of the complaint form: You will describe what happened.

Step 3 of complaint form: You can attach proof that the consumer has given you permission to submit a complaint on their behalf. Generally, companies require signed, written consent from the consumer before they respond to a complaint from someone else. Sometimes companies have a standard authorization form available. Confirm with the financial institution what documentation is needed. If you don’t provide it, they may not respond to the complaint.

Never submit a complaint for anyone without their knowledge and authorization.

Step 4 of the complaint form: You’ll share the company’s information.

Step 5 of the complaint form: You’ll provide the consumer’s contact information here and identify your authorized relationship to the consumer, choosing from a set of options. 

If you are a/an…

• Attorney submitting on behalf of a client, select “Attorney.”
• Family Member (such as child of an older adult, spouse, or caregiver) select “Authorized representative.”
• Power of Attorney, or Trustee, select “Authorized representative.”
• Case manager or social worker, select “Authorized representative.”
• Personal financial manager for servicemembers (DoD), work with the service member to create an account and submit a complaint with their own information.
• Credit repair service or company, select “Credit repair organization.”
• Debt relief service or company, select “Debt relief organization.”
• Non-profit housing or credit counselor, select “Housing or credit counselor.”
• Parent or legal guardian, Create an account in the consumer’s name rather than your own. You should still identify your relationship in the complaint narrative and provide identification demonstrating your relationship.
• Realtor or loan officer, direct your client to create an account and submit a complaint.
• If you do not identify with one of the above, select, “Other.” You will be prompted to specify your type of relationship.

Receiving a company response: As the person submitting on behalf of the consumer, you will typically not receive a direct response from the company to protect the consumer’s privacy. To read the company’s response, the consumer must access their own account and log into the Consumer Portal. Alternatively, you can call us at (855) 411-CFPB (2372) to learn more.