How do I file a complaint with the CFPB, FTC, and State Attorneys General?
Filing a complaint is a formal, evidence-based way to escalate consumer problems so regulators can investigate and — when warranted — require remedies, fines, or policy changes. Which agency you choose depends on the nature of the problem: the Consumer Financial Protection Bureau (CFPB) focuses on financial products and services, the Federal Trade Commission (FTC) handles deceptive or unfair business practices and scams, and your State Attorney General (AG) enforces state consumer-protection laws and can pursue local enforcement actions. (See CFPB complaint portal, FTC guidance, and the National Association of Attorneys General for official resources.)
In my practice advising consumers, a well-documented complaint increases the odds of a constructive response. I’ve helped clients reclaim unauthorized credit-card charges and push financial firms to correct erroneous credit reporting by using the right agency and submitting a clear, organized complaint package.
Which agency should I use?
- Use the CFPB when the issue involves banks, credit cards, mortgages, auto loans, debt collection, credit reporting, student loans, or other consumer financial products and services. The CFPB operates a complaint portal that forwards your complaint to the company and tracks company replies.
- Use the FTC for identity theft, deceptive marketing, fraud, or non-financial consumer-protection issues that fall under federal trade laws. The FTC collects complaint data that can lead to law-enforcement referrals and public warnings.
- Contact your State AG for violations of state consumer-protection statutes, local scams, or when you want state-level enforcement. AGs can bring civil suits and coordinate with other states on multi-state actions.
You can file with more than one agency in some cases, but avoid redundant filings that offer little new information. If your complaint concerns a credit-reporting error, start with the credit bureau (dispute directly) and also file with the CFPB if the firm fails to fix the error. For details on disputing credit-report items and adding consumer statements, see our guide on How to Add a Consumer Statement to Your Credit Report and related credit-report pages.
Internal links:
- For escalation tactics with the CFPB, see “Escalating Consumer Complaints: Using the CFPB Effectively” (https://finhelp.io/glossary/escalating-consumer-complaints-using-the-cfpb-effectively/).
- For credit-report disputes and adding personal statements, see “How to add a consumer statement to your credit report” (https://finhelp.io/glossary/how-to-add-a-consumer-statement-to-your-credit-report/).
What to include: a complaint checklist
A concise, well-organized complaint gives investigators what they need to act. Include:
- Contact information
- Your full name, phone, email, and mailing address (some agencies allow anonymous complaints but responses are faster if you’re reachable).
- Dates and timeline
- Exact or approximate dates for each key event (purchase, charge, denial, call, letter). A clear timeline reduces back-and-forth.
- Company information
- Company name, branch or office (if applicable), account or reference number, and any representative names you spoke with.
- Clear description of the issue
- One-sentence summary followed by a short narrative that lists facts, not opinions. Example: “On 02/14/2024, I was charged $79.99 for an annual subscription I never authorized. I called customer service on 02/20/2024 and was told the charge could not be refunded.”
- Documents and evidence
- Screenshots, bank or card statements showing the charge, emails, letters, chat logs, and any copies of signed contracts or terms.
- What you want
- State the remedy you seek (refund, correction to credit report, cancellation of fees, apology, or policy change).
- Prior attempts to resolve
- Briefly note dates and outcomes of calls or emails to the company.
How to file: step-by-step
- Prepare your files. Scan or take clear photos of documents. Create a one-page timeline and a 1–2 paragraph summary to lead the complaint.
- File with the right portal:
- CFPB: https://www.consumerfinance.gov/complaint/ (financial products & services).
- FTC: https://reportfraud.ftc.gov/ (scams, identity theft, consumer fraud) and official FTC complaint pages.
- State AG: Use your state AG website — the National Association of Attorneys General (NAAG) can help you find the correct office.
- Attach or paste supporting evidence. Many portals allow multiple attachments. If they don’t, organize evidence in a single PDF.
- Save confirmation and tracking numbers. Both the CFPB and FTC give you a tracking or confirmation code; use it in future follow-ups.
- Follow up. If a company responds with an offer you don’t accept, reply through the portal so the record shows your position.
Timeline and expectations
There is no guaranteed turnaround. The CFPB typically forwards your complaint to the company quickly, and companies have 15 days to respond with a proposed solution or an explanation — though investigations can take weeks or months for complex problems. The FTC collects data and may refer cases to law enforcement; it does not resolve individual disputes the way the CFPB does. State AG offices vary by workload; some may prioritize matters that affect many consumers.
In my experience, simple billing disputes or erroneous charges are often resolved in 2–8 weeks if the company is responsive; complex credit-report or loan servicing disputes can take several months.
When to contact more than one agency
File with multiple agencies when each agency covers a different legal angle. Examples:
- Identity theft that resulted in credit-report errors: file with the FTC (identity-theft report), the credit bureaus (dispute), and the CFPB if a financial company mishandled your request.
- A scam operated across multiple states: file with the FTC and your State AG; the FTC aggregates reports that can trigger federal action.
Avoid duplicative filings that simply copy-paste the same information; instead, tailor each complaint to the agency’s jurisdiction and emphasize distinct legal issues.
Common mistakes to avoid
- Submitting vague or emotional narratives without dates or documents.
- Failing to keep local records of phone calls (name, date, time, and summary).
- Assuming a complaint is a fast fix — regulators often need time and may prioritize systemic problems.
Sample complaint opener (brief)
“On 02/14/2025 I was charged $79.99 by [Company]. I contacted customer service on 02/20/2025 and was denied a refund. The charge is shown on my statement (attached). I request a full refund and removal of the charge from my account.”
Use plain, factual language. Attach backup documents and a one-page timeline.
Privacy and anonymity
You may file anonymously with some agencies, but providing contact details improves the investigator’s ability to request follow-up documents. Keep copies of everything you submit. If a complaint involves sensitive personal data (account numbers, Social Security numbers), redact or transmit via secure portal only.
What regulators can and cannot do
- CFPB: Accepts complaints, mediates, and can investigate firms. It publishes complaint responses and uses data to inform rulemaking and enforcement (consumerfinance.gov).
- FTC: Uses complaint data to pursue fraud, run enforcement actions, and issue public alerts. It can’t always provide individual refunds.
- State AG: Can bring lawsuits, obtain restitution, and enforce state statutes.
None of these agencies provide private legal representation; they act in the public interest. If you need a court order or individualized legal strategy, consult a private attorney.
After filing: tips for follow-up
- Track the complaint using the confirmation number and the portal’s status tool.
- If a company offers a settlement, get it in writing before accepting.
- If your complaint did not lead to a satisfactory outcome, document that outcome and consider small-claims court, mediation, or hiring an attorney.
Final notes and resources
Filing a complaint is both a practical step to solve your problem and a civic act that helps regulators spot patterns of abuse. For official portals see the CFPB complaint portal, the FTC’s consumer reporting tools, and the National Association of Attorneys General directory.
This article is educational and not legal advice. For personalized legal or financial guidance, consult a licensed attorney or accredited financial counselor. In my work helping clients prepare complaints, the best results come from clear timelines, attached evidence, and a stated remedy.
Authoritative sources:
- Consumer Financial Protection Bureau: https://www.consumerfinance.gov/complaint/
- Federal Trade Commission: https://reportfraud.ftc.gov/ and https://www.ftc.gov/
- National Association of Attorneys General: https://www.naag.org/
If your issue involves credit-report errors, see our related guides on credit-report disputes and how to add a consumer statement to your credit report for next steps.
