CFPB Complaint Guide
CFPB COMPLAINT GUIDE AND TEMPLATE
Table of Contents
- Overview of the CFPB Complaint Process
- Products and Issues Covered
- Complaint Draft Worksheet
- Writing an Effective Narrative
- After Filing — What to Expect
- Escalation Options
1. Overview
What Is the CFPB?
The Consumer Financial Protection Bureau (CFPB) receives complaints about financial products and services. Under 12 U.S.C. § 5534(a), the Bureau must establish reasonable procedures for timely responses to consumers about complaints or inquiries concerning covered persons. The statute does not promise an investigation or a particular outcome for an individual complaint.
How the Complaint Process Works
- You submit a complaint — using the current CFPB complaint page or its listed phone contact
- CFPB routes it — to the company for a response, or to another agency better able to assist
- Company responds — most respond within 15 days; some provide a final response within 60 days
- CFPB publishes complaint information — without information directly identifying you; it publishes your narrative only with your consent and after steps to remove personal information
- You review the response — and may provide feedback within 60 days after the company responds
Filing Methods
☐ Online: https://www.consumerfinance.gov/complaint/
☐ Phone: (855) 411-2372 (confirm current availability on the CFPB page)
2. Products and Issues Covered
The CFPB accepts complaints about the following financial products and services:
Financial Products
☐ Credit cards
☐ Mortgages and home loans
☐ Bank accounts (checking, savings)
☐ Student loans (federal and private)
☐ Vehicle loans and leases
☐ Personal loans
☐ Payday loans
☐ Prepaid cards
☐ Money transfers and virtual currency
Services and Issues
☐ Debt collection
☐ Credit reporting and scores
☐ Credit repair services
☐ Title loans
Common Issue Categories
☐ Incorrect information on credit report
☐ Debt collector harassment or violations
☐ Problems with loan modification
☐ Unauthorized charges or transactions
☐ Problems closing an account
☐ Denied credit or unfavorable terms
☐ Issues with loan servicing
☐ Improper fees or charges
☐ Identity theft related to financial products
3. Complaint Draft Worksheet
3.1 Company Information
Company Name: [FULL LEGAL NAME OF COMPANY]
Type of Company: ☐ Bank ☐ Credit Card Company ☐ Mortgage Servicer ☐ Student Loan Servicer ☐ Debt Collector ☐ Credit Bureau ☐ Other: [TYPE]
Account/Reference Number: [NUMBER]
3.2 Product Information
Product Type: [SELECT FROM LIST IN SECTION 2]
Sub-Product (if applicable): [SPECIFY — e.g., "Credit card — Store credit card"]
3.3 Issue Information
Primary Issue: [DESCRIBE THE MAIN PROBLEM — e.g., "Incorrect information on credit report"]
Sub-Issue: [DESCRIBE SPECIFIC PROBLEM — e.g., "Account status incorrect"]
3.4 What Happened (Draft Narrative)
Date the problem started: [DATE]
Dates of key events: [LIST CHRONOLOGICALLY]
Brief summary: [2-3 SENTENCES DESCRIBING THE CORE PROBLEM]
Detailed narrative: [SEE SECTION 4]
3.5 What You Want
Desired resolution (select all that apply):
☐ Correction of credit report information
☐ Refund of money paid — Amount: $[AMOUNT]
☐ Stop collection activity
☐ Written explanation or apology
☐ Correction of account records
☐ Compensation for damages
☐ Company to follow the law going forward
☐ Other: [DESCRIBE]
3.6 Prior Efforts to Resolve
Have you contacted the company about this issue? ☐ Yes ☐ No
If yes:
| Date | Method | Person Contacted | Result |
|---|---|---|---|
| [DATE] | ☐ Phone ☐ Email ☐ Letter ☐ In-person | [NAME/DEPT] | [OUTCOME] |
| [DATE] |
Have you filed a complaint with any other agency? ☐ Yes ☐ No
If yes, with whom? [AGENCY NAME, DATE, REFERENCE NUMBER]
4. Writing an Effective Narrative
Template Narrative Structure
PARAGRAPH 1 — The Problem:
On [DATE], I [DESCRIBE WHAT HAPPENED]. I have an account with [COMPANY NAME], account number [NUMBER]. The issue is [DESCRIBE THE CORE PROBLEM IN 1-2 SENTENCES].
PARAGRAPH 2 — Timeline of Events:
[DATE]: [WHAT HAPPENED]
[DATE]: [WHAT HAPPENED NEXT]
[DATE]: [WHAT HAPPENED AFTER THAT]
[Provide a chronological timeline of key events]
PARAGRAPH 3 — What You Did to Resolve It:
I attempted to resolve this issue by [DESCRIBE YOUR EFFORTS — e.g., calling on [DATE], writing on [DATE], disputing with credit bureau on [DATE]]. Despite these efforts, the company has [failed to respond / provided inadequate response / continued the problematic behavior].
PARAGRAPH 4 — The Impact:
As a result of the company's actions/inaction, I have suffered [DESCRIBE HARM — e.g., damage to credit score, financial losses of $[AMOUNT], inability to obtain credit, emotional distress, wasted time].
PARAGRAPH 5 — Legal Violations (if known):
I believe the company violated [SPECIFIC LAW, IF CONFIRMED] because [FACTS SUPPORTING EACH ELEMENT].
PARAGRAPH 6 — What You Want:
I request that the company [DESCRIBE DESIRED RESOLUTION — e.g., correct my credit report, refund $[AMOUNT], cease collection activity, provide documentation].
Tips for an Effective Complaint
☐ Be specific. Include dates, amounts, account numbers, and names of representatives.
☐ Be chronological. Present events in order.
☐ Be factual. Avoid emotional language. Stick to what happened.
☐ Cite laws. If you know which law was violated, mention it.
☐ Attach documents. Upload supporting evidence (redact sensitive info like full SSN).
☐ State what you want. Be clear about your desired resolution.
☐ Keep it concise. Aim for 500-1,500 words. Too short lacks detail; too long loses focus.
5. After Filing
Timeline
| Event | Expected Timeline |
|---|---|
| CFPB acknowledgment and routing | Check your account or email for status; the current page states no fixed routing period |
| Company response | Most companies respond within 15 days |
| Final response if marked in progress | In some cases, within 60 days |
| Complaint information published | CFPB publishes information without direct identifiers; narrative publication requires consent |
| Consumer feedback period | 60 days after the company responds |
Company Response Types
The company may respond with one of these categories:
- Closed with explanation — Company explained their position
- Closed with monetary relief — Company provided money (refund, credit, etc.)
- Closed with non-monetary relief — Company took corrective action
- Closed — Company addressed the issue
- In progress — Company is still investigating
Your Options After Response
☐ Review the response — Record whether it resolves your concern and provide feedback through your CFPB account if available
☐ Escalate — See Section 6 for additional options
6. Escalation Options
If the CFPB complaint does not resolve your issue:
Additional Regulatory Complaints
☐ Federal Trade Commission (FTC): ReportFraud.ftc.gov — for deceptive practices
☐ State Attorney General: [STATE AG CONSUMER PROTECTION DIVISION] — for state law violations
☐ Office of the Comptroller of the Currency (OCC): helpwithmybank.gov — for national banks
☐ Federal Deposit Insurance Corporation (FDIC): fdic.gov/consumers — for FDIC-insured banks
☐ National Credit Union Administration (NCUA): ncua.gov — for credit unions
☐ State Banking/Financial Regulator: [STATE AGENCY NAME] — for state-chartered institutions
Legal Options
☐ Consult with a consumer protection attorney (many work on contingency for FDCPA/FCRA cases)
☐ File a lawsuit in small claims court (for claims within the jurisdictional limit)
☐ File a federal lawsuit for FDCPA, FCRA, or TCPA violations
☐ Contact a legal aid organization for free assistance
Advocacy Resources
☐ National Consumer Law Center (NCLC): nclc.org
☐ National Association of Consumer Advocates (NACA): consumeradvocates.org
☐ Consumer Federation of America: consumerfed.org
COMPLAINT TRACKING LOG
| Item | Details |
|---|---|
| Complaint submitted | Date: [DATE] |
| CFPB reference number | [NUMBER] |
| Product type | [TYPE] |
| Company | [NAME] |
| Company response date | [DATE] |
| Company response type | [TYPE] |
| Consumer feedback submitted | ☐ Yes ☐ No — Date: [DATE] |
| Issue resolved? | ☐ Yes ☐ No |
| Escalation needed? | ☐ Yes ☐ No |
About this template
- Last updated
- September 26, 2026
- Jurisdiction
- All states
- Category
- Consumer Protection
Legal authority
- 12 U.S.C. § 5534 — Consumer Complaint Response
- 12 U.S.C. § 5531 — Prohibiting Unfair, Deceptive, or Abusive Acts or Practices
- 12 U.S.C. § 5493(b)(3) — Centralized complaint collection, monitoring, response, and routing
- Dodd-Frank Wall Street Reform and Consumer Protection Act (2010)
Consumer protection law gives buyers, borrowers, and renters rights against unfair, deceptive, or abusive business practices. Federal and state laws cover debt collection, credit reporting, product warranties, lemon cars, and more, and most of them have strict deadlines to preserve your rights. A well-drafted demand or complaint puts the business on notice, triggers their legal obligations, and often resolves the issue without a lawsuit.
Not legal advice
This template is provided for informational purposes. We recommend having an attorney review any legal document before signing, especially for high-value or complex matters.
Checked against the law it cites
The statutes this template relies on are listed under Legal authority.
12 U.S.C. § 5534 (checked September 26, 2026): "The Bureau shall establish, in consultation with the appropriate Federal regulatory agencies, reasonable procedures to provide a timely response to consumers, in writing where appropriate, to complaints against, or inquiries concerning, a covered person"
CFPB Submit a Complaint process (checked September 26, 2026): "Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days."
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