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) is a federal agency created by the Dodd-Frank Act (12 U.S.C. § 5491) to protect consumers in the financial marketplace. Under 12 U.S.C. § 5534, one of the CFPB's primary functions is collecting, investigating, and responding to consumer complaints.
How the Complaint Process Works
- You submit a complaint — online, by phone, mail, or fax
- CFPB forwards it to the company — with all relevant documents
- Company must respond — generally within 15 calendar days (up to 60 days for final response)
- CFPB publishes the complaint — in the Consumer Complaint Database after the company responds or after 15 days
- You review the response — and provide feedback within 60 days
Filing Methods
☐ Online (recommended): consumerfinance.gov/complaint
☐ Phone: (855) 411-CFPB (2372) — Hours: Mon-Fri, 8 AM - 8 PM ET
☐ Fax: (855) 237-2392
☐ Mail: Consumer Financial Protection Bureau, P.O. Box 4503, Iowa City, IA 52244
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 has violated [CITE SPECIFIC LAWS IF KNOWN — e.g., the Fair Debt Collection Practices Act by continuing to call after I sent a cease-and-desist letter; the Fair Credit Reporting Act by failing to investigate my dispute within 30 days; the No Surprises Act by balance-billing for emergency out-of-network services].
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 |
|---|---|
| Complaint acknowledged by CFPB | Within 1-2 business days |
| Complaint forwarded to company | Within 1-3 business days |
| Company initial response | Within 15 calendar days |
| Company final response (if initial was not final) | Within 60 calendar days |
| Complaint published in database | After company responds or 15 days |
| Consumer feedback period | 60 days from company response |
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
☐ Accept the response — Mark as satisfied in your CFPB portal
☐ Dispute the response — Provide additional information explaining why the response is inadequate
☐ 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 |
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