Complaint snapshot: Mortgage
One of the primary functions of the Bureau of Consumer Financial Protection (“Bureau”) is collecting, investigating, and responding to consumer complaints. Created as a result of the Dodd-Frank Wall Street Reform and Consumer Protection Act (“Dodd-Frank Act”), the Office of Consumer Response (“Consumer Response”) hears directly from consumers about the challenges they face in the marketplace, answers their inquiries about consumer financial products and services, brings their concerns to the attention of companies, and assists in addressing their complaints.This Complaint Snapshot provides a high-level overview of trends in consumer complaints during the last 24 months with a focus on mortgage complaint volume. To account for monthly fluctuations including seasonality, this Complaint Snapshot uses a three-month rolling average, comparing the current average to the same period in the prior year where appropriate. In some cases, this Complaint Snapshot compares the most recent month to the 24-month average to highlight more recent trends.