UNIVERSAL CONSUMER COMPLAINT PACK

Comprehensive Multi-Agency Regulatory Complaint Kit

Purpose: This complaint pack provides comprehensive templates for filing consumer protection complaints with any state Attorney General, the Consumer Financial Protection Bureau (CFPB), the Federal Trade Commission (FTC), and industry-specific federal regulators. It includes a 50-state comparison table of AG complaint resources, guidance on selecting the right agency for each type of complaint, and best practices for maximizing complaint effectiveness.

When to Use This Pack:
- A business has engaged in deceptive, unfair, or unconscionable trade practices
- A financial institution has violated consumer financial protection laws
- You have been the victim of fraud, scams, or misleading business conduct
- Prior attempts to resolve the dispute directly with the business have failed
- You seek regulatory investigation, enforcement, or mediation assistance

PART I: UNDERSTANDING THE COMPLAINT LANDSCAPE

How Consumer Protection Enforcement Works

Consumer protection in the United States operates through overlapping layers of federal, state, and local enforcement. No single agency handles all types of complaints. Filing with the right agency — and often with multiple agencies simultaneously — maximizes the chances of resolution.

The Three Tiers of Consumer Protection

Key Principle: File with Multiple Agencies

There is no legal prohibition against filing complaints with multiple agencies simultaneously. In fact, doing so:
- Creates a stronger paper trail
- Increases visibility of the problem
- Triggers different types of agency responses (mediation, investigation, enforcement)
- Ensures your complaint is counted in multiple databases
- May reach different divisions with different priorities

DOCUMENT 1: STATE ATTORNEY GENERAL CONSUMER COMPLAINT (UNIVERSAL)

How to File a Complaint with Your State Attorney General

Every state has a consumer protection division within the Attorney General's office (or a separate state agency) that accepts consumer complaints. The AG typically enforces the state's Unfair and Deceptive Acts and Practices (UDAP) statute.

Step-by-Step Process

1. Identify your state AG's consumer protection division (see 50-state table below)
2. Determine if another state agency has primary jurisdiction (e.g., insurance, banking, utilities)
3. Gather documentation before starting the complaint
4. File online (preferred — most states have online portals) or by mail/phone
5. Retain your confirmation number and follow up

SECTION 1: COMPLAINANT INFORMATION

Full Legal Name: [________________________________]

Mailing Address:

Contact Information:

Attorney Information (if represented):

SECTION 2: RESPONDENT/BUSINESS INFORMATION

Business Name: [________________________________]

Doing Business As (DBA): [________________________________]

Type of Business:
☐ Retail Store
☐ Online Retailer / E-Commerce
☐ Auto Dealer
☐ Home Improvement / Contractor
☐ Financial Institution / Lender
☐ Insurance Company
☐ Telecommunications Provider
☐ Utility Company
☐ Healthcare Provider
☐ Travel / Hospitality
☐ Real Estate / Property Management
☐ Professional Services
☐ Other: [________________________________]

Contact Person at Business (if known): [________________________________]

Account/Policy/Loan/Contract Number: [________________________________]

SECTION 3: TRANSACTION DETAILS

SECTION 4: COMPLAINT NARRATIVE

A. What Was Promised or Represented

Describe in detail what the business promised, advertised, or represented regarding the product or service:

[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]

B. What Actually Occurred

Describe what actually happened:

[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]

C. Chronological Description of Events

D. Applicable Violations (General Categories)

☐ Misrepresentation of product/service characteristics, quality, or origin
☐ False or misleading advertising
☐ Bait-and-switch tactics
☐ Failure to deliver goods or services as promised
☐ Unauthorized charges or billing
☐ Unfair or deceptive contract terms
☐ Unconscionable pricing or terms
☐ Failure to honor warranties or guarantees
☐ Deceptive debt collection practices
☐ Identity theft or privacy violation
☐ Price gouging
☐ Other: [________________________________]

SECTION 5: PRIOR RESOLUTION ATTEMPTS

Have you attempted to resolve this matter directly with the business?

☐ Yes ☐ No

Have you filed a complaint with any other agency?

☐ Yes ☐ No

SECTION 6: DAMAGES AND LOSSES

Non-Financial Harm:
☐ Credit score damage
☐ Emotional distress
☐ Loss of use of product/service
☐ Service disruption
☐ Privacy violation
☐ Identity theft
☐ Other: [________________________________]

SECTION 7: RELIEF REQUESTED

☐ Full refund of $ [________________]
☐ Partial refund of $ [________________]
☐ Repair or replacement of product/service
☐ Contract cancellation without penalty
☐ Correction of billing errors
☐ Cease and desist deceptive practices
☐ Correction of credit reporting
☐ Cease debt collection activity
☐ Compensation for damages: $ [________________]
☐ Other: [________________________________]

SECTION 8: SUPPORTING DOCUMENTATION CHECKLIST

☐ Signed contract or agreement
☐ Receipts or proof of payment
☐ Written correspondence with business (letters, emails)
☐ Text messages or chat logs
☐ Advertising materials (print ads, screenshots of online ads, flyers)
☐ Product photographs
☐ Warranty or guarantee documents
☐ Billing statements or invoices
☐ Credit card or bank statements showing charges
☐ Credit reports showing impact
☐ Repair estimates or invoices
☐ Police report (if applicable)
☐ Witness statements
☐ Demand letter (if sent — check state requirements)
☐ Other: [________________________________]

SECTION 9: CERTIFICATION AND SIGNATURE

I certify that the information provided in this complaint is true and correct to the best of my knowledge. I understand that this complaint may be shared with the business and other government agencies.

Signature: [________________________________]

Printed Name: [________________________________]

Date: [__/__/____]

50-STATE ATTORNEY GENERAL CONSUMER COMPLAINT REFERENCE TABLE

DOCUMENT 2: CFPB CONSUMER FINANCIAL COMPLAINT

Consumer Financial Protection Bureau

Agency Contact Information

Statutory Authority

The CFPB was established by the Consumer Financial Protection Act of 2010 (12 U.S.C. § 5531), part of the Dodd-Frank Wall Street Reform and Consumer Protection Act. The CFPB has authority to take action against unfair, deceptive, or abusive acts or practices (UDAAP) by providers of consumer financial products and services.

When to File with CFPB

File with the CFPB when your complaint involves a consumer financial product or service, including:
- Credit reporting and credit scores
- Debt collection
- Credit cards
- Bank accounts (checking, savings)
- Mortgages and home equity products
- Student loans (federal and private)
- Auto loans and leases
- Personal loans and installment loans
- Payday loans and title loans
- Money transfers and remittances
- Prepaid cards
- Virtual currency / cryptocurrency

Do NOT file with CFPB for: General retail complaints, non-financial services, insurance (file with state insurance commissioner), or securities/investments (file with SEC or FINRA).

SECTION 1: PRODUCT/SERVICE CATEGORY

☐ Credit Reporting / Credit Score — Incorrect information, disputes, identity theft reporting
☐ Debt Collection — Harassment, false representations, unfair practices
☐ Credit Card — Billing disputes, fees, interest rates, rewards
☐ Checking/Savings Account — Unauthorized transactions, fees, account management
☐ Mortgage — Applications, closing, payments, escrow, servicing, foreclosure
☐ Student Loan — Federal or private loans, repayment, forgiveness, servicing
☐ Vehicle Loan/Lease — Auto financing, GAP insurance, repossession
☐ Personal Loan — Installment loans, personal lines of credit
☐ Payday Loan — Short-term lending, rollovers, collections
☐ Money Transfer / Virtual Currency — Wire transfers, remittances, cryptocurrency
☐ Prepaid Card — General purpose reloadable cards, government benefit cards
☐ Title Loan — Title lending, repossession

Sub-Product (if applicable): [________________________________]

SECTION 2: ISSUE TYPE

Credit Reporting Issues:
☐ Incorrect information on your report
☐ Improper use of your report
☐ Problem with a credit reporting company's investigation
☐ Unable to get your credit report or credit score
☐ Problem with fraud alerts or credit freezes

Debt Collection Issues:
☐ Attempts to collect debt not owed
☐ Written notification about debt
☐ Communication tactics (harassment, calls at odd hours)
☐ Threatened or took negative action (lawsuit, wage garnishment)
☐ False statements or representation

Mortgage Issues:
☐ Applying for a mortgage or refinancing
☐ Closing on a mortgage
☐ Trouble during payment process
☐ Struggling to pay mortgage
☐ Problem with escrow account

Bank Account Issues:
☐ Opening an account
☐ Managing an account
☐ Closing an account
☐ Problem with a lender or other company charging your account
☐ Problem caused by insufficient funds

SECTION 3: COMPLAINT NARRATIVE (CFPB FORMAT)

Complainant Information:

Company Information:

What Happened:

Describe your complaint in detail. Include specific dates, dollar amounts, names of people you spoke with, and what the company did or failed to do. The CFPB recommends sticking to facts and being as specific as possible:

[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]

Desired Resolution:

What would be a fair resolution to your complaint?

[________________________________]
[________________________________]
[________________________________]

SECTION 4: CFPB COMPLAINT PROCESS AND TIMELINE

What CFPB Can and Cannot Do

CFPB CAN:
- Forward your complaint to the company and require a timely response
- Track and publish complaint data in its public Consumer Complaint Database
- Identify patterns and trends in company behavior across complaints
- Take enforcement action against companies with systemic violations of federal consumer financial laws
- Refer complaints to other federal or state agencies
- Provide consumer education resources and tools

CFPB CANNOT:
- Act as your personal attorney or provide individualized legal advice
- Guarantee individual resolution of your complaint
- Order a company to pay you money damages (a court must do this)
- Investigate complaints about non-financial products or services
- Override court orders, arbitration decisions, or bankruptcy proceedings

DOCUMENT 3: FTC COMPLAINT

Federal Trade Commission — Report Fraud

Agency Contact Information

FTC Regional Offices

Statutory Authority

The FTC enforces Section 5 of the Federal Trade Commission Act (15 U.S.C. § 45), which prohibits "unfair or deceptive acts or practices in or affecting commerce" and "unfair methods of competition." The FTC also enforces numerous other consumer protection statutes, including the CAN-SPAM Act, the Telemarketing Sales Rule, the Children's Online Privacy Protection Act (COPPA), and many others.

SECTION 1: COMPLAINT TYPE

☐ Scams and Fraud — Imposter scams, phishing, fake prizes/lotteries, advance fee fraud, tech support scams
☐ Identity Theft — Unauthorized use of personal information (use IdentityTheft.gov)
☐ Unwanted Calls/Texts/Email — Robocalls, spam, Do Not Call violations (use DoNotCall.gov)
☐ Online Shopping — Non-delivery, counterfeit goods, deceptive websites, fake reviews
☐ Credit and Debt — Debt relief scams, credit repair scams, illegal lending
☐ Jobs and Making Money — Work-from-home scams, business opportunity fraud, pyramid schemes
☐ Health and Fitness — Deceptive health claims, weight loss scams, fake supplements
☐ Home and Auto — Home improvement fraud, auto dealer deception, moving company fraud
☐ Education — For-profit school fraud, student loan scams
☐ Privacy and Data Security — Data breaches, unauthorized data collection, tracking
☐ Sweepstakes/Prizes/Gifts — Fake sweepstakes, prize scams, gift card scams
☐ Travel and Vacation — Timeshare scams, travel fraud, vacation rentals
☐ Other — [________________________________]

SECTION 2: FTC COMPLAINT NARRATIVE

Your Information:

About the Company/Individual:

What Happened:

Describe the incident in detail. Include dates, dollar amounts, how you were contacted, what was said or promised, and what actually happened:

[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]

Amount Paid: $ [________________________________]

Payment Method: ☐ Credit Card ☐ Debit Card ☐ Wire Transfer ☐ Gift Card ☐ Cash ☐ Cryptocurrency ☐ Check ☐ Money Order ☐ Other: [________]

How were you contacted? ☐ Phone ☐ Email ☐ Text ☐ Social Media ☐ Website ☐ Mail ☐ In-Person ☐ Other: [________]

SECTION 3: WHAT THE FTC DOES WITH YOUR COMPLAINT

• Consumer Sentinel Network: The FTC enters complaints into its Consumer Sentinel Network database, which is shared with over 2,800 law enforcement agencies nationwide. Your complaint becomes part of the data used to detect fraud trends.
• Enforcement Actions: The FTC uses aggregated complaint data to identify patterns of wrongdoing and bring enforcement actions against companies engaged in widespread fraud or deception. These actions can result in court orders, refunds, and civil penalties.
• No Individual Resolution: The FTC does not resolve individual complaints or act as your personal advocate. It is a law enforcement agency that acts in the public interest.
• Referral: The FTC may refer your complaint to other federal, state, or local agencies that can assist you individually.

DOCUMENT 4: FEDERAL AGENCY COMPLAINT FILING GUIDE

Which Federal Agency Handles Which Type of Complaint?

Banking and Financial Regulators

Other Industry Regulators

PART II: COMPLAINT STRATEGY AND PRACTICE TIPS

When to File with Which Agency — Decision Matrix

Step 1: What type of product/service is involved?

Step 2: File with all applicable agencies simultaneously

There is no single "right" agency for most complaints. Filing with multiple agencies:
- Ensures your complaint is counted in different databases
- Triggers different response mechanisms (mediation, investigation, enforcement)
- Reaches different decision-makers with different priorities
- Creates maximum regulatory pressure on the business

Tips for Maximizing Complaint Effectiveness

Writing an Effective Complaint Narrative

1. Lead with the core issue — State the problem clearly in the first sentence.
2. Be chronological — Present events in order with specific dates.
3. Include dollar amounts — Quantify every financial impact.
4. Name names — Include names and titles of people you spoke with at the company.
5. Cite specific representations — Quote what was said, written, or advertised.
6. Show the gap — Clearly contrast what was promised vs. what was delivered.
7. Document prior attempts — Show you tried to resolve it with the company first.
8. State specific relief — Be clear about what resolution you seek.
9. Avoid emotional language — Stick to facts. Agencies respond to evidence, not anger.
10. Keep it concise — 1-2 pages is ideal for the narrative; put details in attached documents.

Before Filing: Pre-Complaint Checklist

☐ Attempted to resolve directly with the business in writing
☐ Gathered all supporting documents (contracts, receipts, emails, screenshots)
☐ Organized events chronologically
☐ Calculated total financial damages
☐ Identified the correct agencies to file with
☐ Checked state-specific pre-suit requirements (e.g., demand letters — see state template)
☐ Made copies of all documents (never send originals)

After Filing: Follow-Up Procedures

☐ Saved all confirmation numbers and correspondence
☐ Calendared follow-up dates (30 days, 60 days, 90 days)
☐ Responded to any agency requests for additional information
☐ Reviewed company responses (CFPB gives 60 days to review)
☐ Provided feedback to agencies on whether the complaint was resolved
☐ Consulted with an attorney if the complaint was not resolved and private action may be warranted

Complaint Tracking Log

SOURCES AND REFERENCES

1. Consumer Financial Protection Bureau — Submit a Complaint
   https://www.consumerfinance.gov/complaint/
2. CFPB Complaint Process
   https://www.consumerfinance.gov/complaint/process/
3. Consumer Financial Protection Act — 12 U.S.C. § 5531
4. FTC — Report Fraud
   https://reportfraud.ftc.gov/
5. FTC Enforcement Authority
   https://www.ftc.gov/about-ftc/mission/enforcement-authority
6. FTC Act Section 5 — 15 U.S.C. § 45
7. NAAG — Consumer File a Complaint (State AG Directory)
   https://www.naag.org/our-work/center-for-consumer-protection/consumer-file-a-complaint/
8. NCLC — Consumer Protection in the States (UDAP Report)
   https://www.nclc.org/wp-content/uploads/2022/08/udap-appC-1.pdf
9. OCC — Help With My Bank
   https://www.helpwithmybank.gov
10. FDIC — Consumer Resource Center
    https://www.fdic.gov/consumer-resource-center
11. Federal Reserve — Consumer Help
    https://www.federalreserveconsumerhelp.gov
12. NCUA — MyCreditUnion.gov
    https://www.mycreditunion.gov
13. FCC — Consumer Complaints
    https://consumercomplaints.fcc.gov
14. NAIC — State Insurance Department Map
    https://content.naic.org/state-insurance-departments
15. NHTSA — Report a Safety Problem
    https://www.nhtsa.gov/report-a-safety-problem

This template is provided for informational purposes only and does not constitute legal advice. Filing a complaint with a government agency does not create an attorney-client relationship, toll any statute of limitations, or guarantee any particular outcome. Consumer protection laws vary significantly by state. Consult a qualified attorney licensed in your jurisdiction for advice on your specific situation and to understand any pre-suit notice requirements, statutes of limitations, and available remedies under your state's UDAP statute.