Your company’s role in the complaint process
The Office of Consumer Response routes complaints to companies through a secure Company Portal, where you can review and respond. Learn more about each step and how these responses are used to identify problems in the marketplace.
![](https://files.consumerfinance.gov/f/images/complaint-process-submitted-round-300x300.original.png)
1. Complaint submitted
Consumer submits a complaint about a consumer financial product or service provided by your company, or a government agency refers such a complaint to the CFPB.
![](https://files.consumerfinance.gov/f/images/complaint-process-review-route-round-300x300.original.png)
2. Route
The CFPB screens the complaint to ensure it is complete, then sends it to your company portal.
![](https://files.consumerfinance.gov/f/images/complaint-process-response-round-300x300.original.png)
3. Company responds
Your company reviews the complaint, communicates with the consumer as appropriate, and determines what actions to take in response.
Your company provides a response within 15 calendar days. If your response is not final, let us know. Your company will then have up to 60 calendar days to provide a final response.
Your company’s response includes:
- Steps you’ve taken to respond to the complaint. Your company details the substance of your response, including a description of your communications with the consumer and copies of relevant written communications with the consumer.
- Communication(s) from the consumer. Your company describes and attaches any communications from the consumer responding to the steps your company has taken.
- Follow-up actions or planned follow-up actions. Your company describes any follow-up actions your company is taking or is planning to take in continuing response to the complaint.
- A category that captures your response. Your company selects the category that summarizes your response. Where appropriate, your company can select a category to alert the CFPB that your company cannot respond.
![](https://files.consumerfinance.gov/f/images/complaint-process-published-round-300x300.original.png)
4. Complaint published
Complaints about your company are only published in the Consumer Complaint Database after your company responds (confirming a commercial relationship) or after 15 calendar days, whichever comes first. The CFPB removes complaints if they do not meet all of the publication criteria.
![](https://files.consumerfinance.gov/f/images/complaint-process-review-round-300x300.original.png)
5. Complaint reviewed and shared
The CFPB invites the consumer to review your company’s response and shares any consumer feedback received directly with your company through the portal.