Learn how to access and respond to consumer complaints about your company.
Congress directed the Bureau to collect, monitor, and get responses to complaints about financial products and services. Since 2011, the CFPB's Office of Consumer Response has worked to get consumers timely responses from more than 6,100 financial companies.
On this page
- Learn about the complaint process
- Respond to complaints about your company
- Get complaint data and insights
Learn about the complaint process
Understand your company's role in the complaint process
Each consumer complaint goes through a five-step process. Learn about each step so you know what to expect, how to respond, and how complaints arereviewed, shared, and published.
Learn more about the complaint process
See the types of complaints we send to companies
We send consumers’ complaints about consumer financial products and services—including complaints referred to the CFPB by prudential regulators and other government agencies—to the CFPB-supervised bank or credit union or to the nonbank identified by the consumer.
Respond to complaints
By statute, a primary function of the CFPB is to collect, investigate and respond to consumer complaints. Companies receive and respond to these complaints through the Company Portal, a secure online environment that protects consumer privacy and the confidentiality of company responses.
CFPB-supervised banks and credit unions
The CFPB sends complaints to banks or credit unions supervised by the CFPB. We refer complaints about banks and credit unions that are not supervised by the CFPB to the appropriate prudential federal regulator.
View list of CFPB-supervised banks and credit unions
Nonbank financial institutions
If you are a nonbank that provides consumer financial products and services, respond to complaints submitted to the CFPB by your customers by first getting access to your Company Portal.
