AG/CFPB/FTC Consumer Complaint Pack - California

CALIFORNIA CONSUMER COMPLAINT PACK

Multi-Agency Regulatory Complaint Kit for California Consumers

Purpose: This complaint pack provides comprehensive templates for filing consumer protection complaints with the California Attorney General, the Department of Consumer Affairs (DCA), the Department of Financial Protection and Innovation (DFPI), the Consumer Financial Protection Bureau (CFPB), the Federal Trade Commission (FTC), and industry-specific federal and state regulators. California has one of the most robust consumer protection frameworks in the nation, with multiple overlapping agencies providing avenues for relief.

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

DOCUMENT 1: CALIFORNIA ATTORNEY GENERAL CONSUMER COMPLAINT

California Department of Justice — Office of the Attorney General

Agency Contact Information

Important Note on California's Multi-Agency System

California distributes consumer protection authority across multiple agencies. Before filing with the AG, check the Complaint Referral Table at oag.ca.gov/consumers/complaint-referral-table to determine whether a specialized regulatory agency handles complaints about the specific type of business involved. If a specific regulator exists, file there first; the AG typically handles complaints not within another agency's jurisdiction.

Statutory Authority

California has three primary consumer protection statutes, all enforced by the Attorney General:

1. Unfair Competition Law (UCL) — Bus. & Prof. Code §§ 17200-17210

• Prohibits any "unlawful, unfair, or fraudulent business act or practice"
• Prohibits "unfair, deceptive, untrue or misleading advertising"
• AG, district attorneys, county counsels, and city attorneys may bring enforcement actions (§ 17204)
• Civil penalties up to $2,500 per violation (§ 17206)
• Restitution and injunctive relief available

2. Consumers Legal Remedies Act (CLRA) — Civ. Code §§ 1750-1785

• Prohibits 27 specific deceptive acts or practices in consumer transactions
• Private right of action for actual damages, punitive damages, injunctive relief, and attorney fees
• 30-day demand notice required before filing for damages (Civ. Code § 1782(a))
• AG enforcement authority under Civ. Code § 1788

3. False Advertising Law (FAL) — Bus. & Prof. Code §§ 17500-17509

• Prohibits untrue or misleading advertising
• Criminal penalties available (misdemeanor)
• Civil enforcement by AG and local prosecutors

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 (CSLB licensed)
☐ Financial Institution / Lender
☐ Insurance Company
☐ Telecommunications Provider
☐ Utility Company
☐ Healthcare Provider / Health Plan
☐ Travel / Hospitality
☐ Real Estate / Property Management
☐ Professional Services
☐ For-Profit School / Education
☐ Other: [________________________________]

California Business License/Registration Number (if known): [________________________________]

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

Title/Position: [________________________________]

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

SECTION 3: TRANSACTION DETAILS

For Door-to-Door or Home Solicitation Sales:
Did the seller provide the required three-day cancellation notice? (Civ. Code § 1689.5 et seq.)
☐ Yes ☐ No ☐ Not applicable

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. Include specific claims, warranties, guarantees, or representations made verbally, in writing, or in advertising:

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

B. What Actually Occurred

Describe what actually happened — what was delivered, how the product/service performed, or how the business actually conducted itself:

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

C. Chronological Description of Events

Provide a detailed timeline of all relevant events, communications, and actions:

D. Applicable Violations Under California Law

UCL Violations (Bus. & Prof. Code § 17200):
☐ Unlawful business act or practice (violates another law)
☐ Unfair business act or practice
☐ Fraudulent business act or practice
☐ Unfair, deceptive, untrue, or misleading advertising

CLRA Violations (Civ. Code § 1770):
☐ Passing off goods or services as those of another
☐ Misrepresenting the source, sponsorship, approval, or certification of goods or services
☐ Misrepresenting the affiliation, connection, or association with another
☐ Using deceptive representations or designations of geographic origin
☐ Representing that goods or services have characteristics, uses, or benefits they do not have
☐ Representing that goods are original or new when they are altered, reconditioned, or used
☐ Representing that goods or services are of a particular standard, quality, or grade when they are not
☐ Advertising goods or services with intent not to sell them as advertised (bait and switch)
☐ Making false or misleading statements concerning reasons for or amounts of price reductions
☐ Representing that a transaction involves rights, remedies, or obligations which it does not
☐ Representing that the subject of a transaction has been supplied in accordance with a previous representation when it has not
☐ Inserting an unconscionable provision in a contract
☐ Other CLRA violation: [________________________________]

SECTION 5: PRIOR RESOLUTION ATTEMPTS

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

☐ Yes ☐ No

If yes, describe your attempts:

CLRA Demand Letter: If you intend to pursue private litigation under the CLRA, have you sent the 30-day demand notice required by Civ. Code § 1782(a)?
☐ Yes — Date sent: [__/__/____] ☐ No ☐ Not applicable

Have you filed a complaint with any other agency regarding this matter?

☐ Yes ☐ No

If yes, identify the agency and complaint/case number:

SECTION 6: DAMAGES AND LOSSES

Financial Losses:

Non-Financial Harm:
☐ Credit score damage
☐ Emotional distress
☐ Loss of use of product/service
☐ Service disruption
☐ Privacy violation (CCPA/CPRA)
☐ 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

Check all documents attached or available:

☐ 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
☐ CLRA 30-day demand letter and proof of mailing
☐ Other: [________________________________]

SECTION 9: CERTIFICATION AND SIGNATURE

I certify under penalty of perjury under the laws of the State of California that the information provided in this complaint is true and correct to the best of my knowledge. I understand that the Attorney General's Office may share this complaint with the business identified above and/or other government agencies.

Signature: [________________________________]

Printed Name: [________________________________]

Date: [__/__/____]

WHAT TO EXPECT AFTER FILING WITH THE CALIFORNIA AG

1. Review — The Public Inquiry Unit will review your complaint and determine whether it falls within the AG's jurisdiction or should be referred to another agency.
2. Referral — If another agency has jurisdiction, you may be redirected (see Complaint Referral Table).
3. Mediation — In some cases, the AG may attempt to mediate a resolution.
4. Investigation — If the complaint suggests a pattern of unlawful conduct, the AG may open a formal investigation.
5. Enforcement Action — The AG may seek injunctive relief, restitution, civil penalties (up to $2,500 per violation under UCL), and disgorgement of profits.
6. No Individual Representation — The AG does not act as your personal attorney. For individual claims, consult a private attorney about CLRA or UCL private actions.

DOCUMENT 1A: CALIFORNIA DEPARTMENT OF CONSUMER AFFAIRS (DCA) COMPLAINT

Agency Contact Information

The DCA oversees 40+ boards and bureaus that license and regulate professionals and businesses in California. File directly with the applicable board if the complaint involves a licensed professional or business:

DOCUMENT 1B: CALIFORNIA DFPI COMPLAINT (FINANCIAL SERVICES)

California Department of Financial Protection and Innovation

Agency Contact Information

DFPI Jurisdiction

The DFPI regulates financial products and services in California, including:

• State-chartered banks and credit unions
• Non-bank lenders (mortgage, auto, personal, student, payday)
• Money transmitters
• Debt collectors
• Credit repair organizations
• Financial technology (fintech) companies
• Securities
• Investment advisers

When to File with DFPI vs. CFPB: File with DFPI for California state-licensed financial institutions and non-bank lenders. File with CFPB for federally chartered banks and national financial products. You may file with both.

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.

SECTION 1: PRODUCT/SERVICE CATEGORY

Select the financial product or service related to your complaint:

☐ 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

Select the issue that best describes your complaint:

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 (see California Homeowner Bill of Rights, Civ. Code § 2923.4)
☐ 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, amounts, names of people you spoke with, and what the company did or failed to do:

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

Desired Resolution:

[________________________________]
[________________________________]
[________________________________]

SECTION 4: CFPB COMPLAINT PROCESS AND TIMELINE

What CFPB Can and Cannot Do

CFPB CAN:

• Forward your complaint to the company and require a response
• Track and publish complaint data in its public database
• Identify patterns and trends in company behavior
• Take enforcement action against companies with systemic violations
• Refer complaints to other federal or state agencies
• Provide educational resources and tools

CFPB CANNOT:

• Act as your personal attorney or provide legal advice
• Guarantee individual resolution of your complaint
• Order a company to pay you damages (must use court for this)
• Investigate complaints about non-financial products or services
• Override court orders or arbitration decisions

DOCUMENT 3: FTC COMPLAINT

Federal Trade Commission — Report Fraud

Agency Contact Information

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." The FTC has broad authority to investigate and take action against businesses engaged in fraud, deception, and unfair business practices.

SECTION 1: COMPLAINT TYPE

Select the category that best describes your complaint:

☐ Scams and Fraud — Imposter scams, phishing, fake prizes/lotteries, advance fee fraud
☐ Identity Theft — Unauthorized use of personal information
☐ Unwanted Calls/Texts/Email — Robocalls, spam, Do Not Call violations
☐ Online Shopping — Non-delivery, counterfeit goods, deceptive websites
☐ Credit and Debt — Debt relief scams, credit repair scams, illegal lending
☐ Jobs and Making Money — Work-from-home scams, business opportunity fraud
☐ Health and Fitness — Deceptive health claims, weight loss scams
☐ Home and Auto — Home improvement fraud, auto dealer deception
☐ Education — For-profit school fraud, student loan scams
☐ Privacy and Data Security — Data breaches, unauthorized data collection, CCPA/CPRA violations
☐ Other — [________________________________]

SECTION 2: FTC COMPLAINT NARRATIVE

Your Information:

About the Company/Individual:

What Happened:

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

Amount Paid: $ [________________________________]

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

SECTION 3: WHAT THE FTC DOES WITH YOUR COMPLAINT

• Pattern Tracking: The FTC collects complaints in its Consumer Sentinel Network database, shared with over 2,800 law enforcement agencies.
• Enforcement Actions: The FTC uses complaint data to identify patterns and bring enforcement actions.
• No Individual Resolution: The FTC does not resolve individual complaints. FTC enforcement actions may result in court-ordered refunds.
• Referral: The FTC may refer your complaint to other federal, state, or local agencies.

DOCUMENT 4: INDUSTRY-SPECIFIC REGULATORS

Federal Banking and Financial Regulators

Other Federal Regulators

California State Regulators

FILING STRATEGY AND PRACTICE TIPS

When to File with Which Agency (California-Specific)

California-Specific Practice Tips

1. CLRA 30-day demand notice — Before filing a CLRA lawsuit for damages, you must send a demand letter at least 30 days before filing. If the business offers to correct the violation, this may limit available remedies. (Civ. Code § 1782)
2. UCL four-year statute of limitations — UCL claims have a four-year statute of limitations (Bus. & Prof. Code § 17208).
3. CLRA three-year statute of limitations — CLRA claims must be brought within three years of the violation (Civ. Code § 1783).
4. File with multiple agencies — California's multi-agency structure means different agencies may investigate different aspects of the same complaint.
5. County/city enforcement — District attorneys, county counsels, and city attorneys also have UCL enforcement authority. Contact your local DA's consumer fraud unit.
6. Small claims court — For amounts up to $10,000 ($5,000 for businesses), California small claims court provides a fast, inexpensive alternative.

Complaint Tracking Log

SOURCES AND REFERENCES

1. California Unfair Competition Law — Bus. & Prof. Code §§ 17200-17210
   https://leginfo.legislature.ca.gov/faces/codes_displayText.xhtml?division=7.&chapter=5.&part=2.&lawCode=BPC

2. Consumers Legal Remedies Act — Civ. Code §§ 1750-1785

3. California Attorney General — Consumer Protection
   https://oag.ca.gov/consumers

4. CA AG Complaint Referral Table
   https://oag.ca.gov/consumers/complaint-referral-table

5. California Department of Consumer Affairs
   https://www.dca.ca.gov

6. California DFPI — Submit a Complaint
   https://dfpi.ca.gov/submit-a-complaint/

7. Consumer Financial Protection Bureau — Submit a Complaint
   https://www.consumerfinance.gov/complaint/

8. CFPB Complaint Process
   https://www.consumerfinance.gov/complaint/process/

9. Consumer Financial Protection Act — 12 U.S.C. § 5531

10. FTC — Report Fraud
    https://reportfraud.ftc.gov/

11. California Department of Insurance
    https://www.insurance.ca.gov

12. California Department of Managed Health Care
    https://www.dmhc.ca.gov

13. California Privacy Protection Agency
    https://cppa.ca.gov

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. Consult a qualified attorney licensed in California for advice on your specific situation.