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Research and reports

We study how consumers interact with financial products and services to help identify potential problems in the marketplace and achieve better outcomes for all. Review our reports and analyses to help inform your decisions, policies, and practices. And, see reports that we periodically prepare about the CFPB.

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Category: Industry and markets |
Published

Mortgage Servicing COVID-19 Pandemic Response Metrics: New Observations from Data Reported by Sixteen Servicers for May-December 2021

This report presents the CFPB’s observations of data provided by sixteen mortgage servicers for the period May-December 2021 regarding key servicing metrics and COVID-19 pandemic response.

Category: Consumer complaint | Category: To Congress |
Published

2021 Consumer Response annual report

The Consumer Financial Protection Bureau began consumer response operations on July 21, 2011, and became the first federal agency solely focused on consumer financial protection. The Bureau’s Consumer Response team hears directly from consumers about the challenges they face in the marketplace, brings their concerns to the attention of financial institutions, and assists in addressing their complaints.

Category: Consumer complaint |
Published

Consumer Complaint Research Brief: Consumer complaints throughout the credit life cycle, by demographic characteristics

The CFPB’s Office of Consumer Response hears directly from consumers about the challenges they face in the marketplace, brings their concerns to the attention of companies, and assists in addressing their complaints.

This Consumer Complaint Research Brief analyzes the racial and socio-economic diversity of consumer complaints.

Category: Industry and markets |
Published

Mortgage Servicing COVID-19 Pandemic Response Metrics: Observations from Data Reported by Sixteen Servicers

This report presents the CFPB’s observations of data provided by sixteen large mortgage servicers regarding COVID-19 pandemic response, including key metrics such as call center data; forbearance requests, denials, and exits; delinquency; and borrower profiles.

Category: Office of Research Publication |
Published

A Brief Note on General Lending Patterns of Small to Medium Size Closed-end HMDA Reporters

A brief overview of the general lending patterns of HMDA reporters with the closed-end origination volumes around the new HMDA reporting threshold set by the 2020 HMDA Rule.

Category: Office of Research Publication |
Published

Manufactured Housing Finance: New Insights from the Home Mortgage Disclosure Act

This report analyzes manufactured home loans, using two new fields in the Home Mortgage Disclosure Act (HMDA) data to understand the manufactured housing finance market and compare chattel loans and mortgages.

Category: Consumer complaint | Category: To Congress |
Published

2020 Consumer Response annual report

The Consumer Financial Protection Bureau began consumer response operations on July 21, 2011, and became the first federal agency solely focused on consumer financial protection. The Bureau’s Consumer Response team hears directly from consumers about the challenges they face in the marketplace, brings their concerns to the attention of financial institutions, and assists in addressing their complaints.