Why a formal complaint matters
A formal complaint does three things: it creates an official record, it can trigger an agency investigation or enforcement action, and it may prompt the company to resolve the issue to avoid regulatory attention. In my 15 years advising clients, I’ve seen complaints — properly documented and directed — lead to refunds, corrected credit reports, and broader enforcement that protects others. Federal and state agencies, especially the Consumer Financial Protection Bureau (CFPB) and the Federal Trade Commission (FTC), rely on consumer reports to prioritize cases and spot trends (CFPB, FTC).
Which agency should I contact?
- Consumer Financial Protection Bureau (CFPB) — handles consumer complaints about financial products and services, including mortgages, credit cards, bank accounts, debt collection, and loans. Use the CFPB for issues related to credit reporting errors, billing disputes with banks, and debt collection abuses. (See: https://www.consumerfinance.gov/)
- Federal Trade Commission (FTC) — handles unfair or deceptive business practices, identity theft, and many types of consumer fraud. The FTC’s data often supports law enforcement actions. (See: https://www.ftc.gov/)
- State Attorney General (AG) — enforces state consumer protection laws, handles complaints about local businesses, and may pursue civil enforcement. Filing with your state AG can be faster for local issues. (See: https://www.naag.org/)
- Better Business Bureau (BBB) — nonprofit dispute-resolution service; useful for public business reviews and informal mediation but not a government enforcement agency.
For financial-specific situations, consult our guides on When to File a Complaint with the CFPB: A Practical Guide and Filing a Complaint with the CFPB, FTC, and State AGs: A Quick Guide.
Before you file: evidence checklist
Collect and organize these items before you submit a complaint. Agencies act faster when they can see the facts at a glance.
- Chronology/timeline of events with dates and names of company representatives.
- Contracts, warranties, receipts, billing statements, and account numbers.
- Copies of emails, chat transcripts, text messages, call logs (date/time/duration and agent names if available).
- Photographs, screenshots, or recordings of defective products or misleading ads.
- Records of your attempts to resolve the problem with the company (dates and responses).
- Any internal account notes (from online banking or customer portals) showing disputed activity.
I recommend saving all documents in PDF form and keeping a separate folder (digital and/or paper) labeled with the company name and complaint date. In my practice, clients who prepared a one-page timeline plus 3–6 key documents had far better outcomes than those who sent scattered records.
How to craft an effective complaint (step-by-step)
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Identify the right agency. Use the CFPB for financial product complaints, the FTC for fraud/unfair practices, and your state AG for local law enforcement. Filing multiple complaints (e.g., CFPB + state AG) is usually acceptable if the issue crosses jurisdictions.
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Open with a concise summary. First 1–2 sentences should explain the company, the product/service, and the harm (financial loss, identity theft, safety issue).
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Provide a clear timeline. Use bullet points or short dated entries — agencies value a chronological narrative.
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Attach evidence. Reference attachments in your narrative (e.g., “See attached: Invoice1234.pdf; Email05-12.pdf”).
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State the resolution you want. Be specific: refund, correction to credit report, cancellation of unauthorized charges, replacement product, or policy change.
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Include your contact information (unless you need anonymity). Agencies investigate more robustly when they can ask follow-up questions.
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Keep it factual and civil. Avoid emotional language and accusations that aren’t supported by facts — clear, objective statements are taken more seriously.
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Submit through the agency’s preferred channel (online portal is fastest). Keep confirmation numbers and screenshots of submission pages.
Sample complaint opener (use as a template)
“On 2025-03-01, I purchased a
Submission options and what to expect
- CFPB: Online portal is typical; they send a confirmation and usually pass the complaint to the company for a response. The CFPB maintains a public complaints database used for pattern detection (https://www.consumerfinance.gov/).
- FTC: Use the online complaint assistant; the FTC does not resolve individual monetary disputes but uses complaints to support law enforcement and education (https://www.ftc.gov/).
- State AG: Many AG offices have online forms; some accept mailed complaints and will refer certain cases to local consumer protection divisions.
- BBB: Use for mediation or to get a public record; businesses often respond to BBB complaints to protect ratings.
Agencies vary in response time; initial confirmations typically arrive within 1–7 days. Formal investigations may take weeks to months depending on complexity.
If the agency’s response is unsatisfactory
- Follow up: Use the complaint reference number and ask for status updates every 30 days.
- Escalate: If the company’s response is inadequate and the issue is financial, consider filing with both the CFPB and your state AG. See our article on When to Escalate a Complaint: From Company to CFPB.
- Parallel actions: Preserve your legal claims. If you have monetary loss, document that and consult consumer counsel about small claims court, arbitration, or a private lawsuit. Some complaints to agencies can coexist with private legal action.
Common mistakes to avoid
- Submitting incomplete evidence or vague timelines.
- Failing to send the complaint to the agency with the right jurisdiction.
- Relying only on social media posts or public shaming — these can help but don’t substitute for formal complaints.
- Waiting too long: statutes of limitations and warranty periods may apply. Act promptly and check relevant time limits.
Special situations
- Identity theft: File with the FTC IdentityTheft.gov portal and place fraud alerts or credit freezes with the major credit bureaus (Equifax, Experian, TransUnion). Keep all identity-theft reports and police reports for agency upload.
- Credit report errors: File disputes with the credit bureau and with the CFPB if the bureau or furnisher does not correct the error. Keep bank statements and account logs.
- Scams targeting seniors: Report to the FTC and your state AG; include any contact lists or payment methods used.
Record-keeping and timelines
Keep a master complaint file with:
- Agency confirmation numbers and dates
- Company responses and dates
- A short daily/weekly note of any new developments
If a matter leads to litigation or enforcement, your organized file will be invaluable. In my experience, clients whose files were organized to the day often recovered faster and with less stress.
When to seek professional help
If your claim involves large sums, potential litigation, or complex financial instruments (mortgages, investments), consult a consumer protection attorney or a financial counselor. For financial-product disputes, a CFPB complaint can be paired with legal counsel who understands federal consumer-finance law.
Sources and further reading
- Consumer Financial Protection Bureau: https://www.consumerfinance.gov/
- Federal Trade Commission: https://www.ftc.gov/
- National Association of Attorneys General: https://www.naag.org/
Disclaimer
This article provides educational information about filing complaints with consumer protection agencies and is not legal advice. For advice about a specific situation, consult a qualified attorney or certified consumer counselor.
