How to File a Complaint with Federal and State Consumer Agencies

Why file an official complaint?

Filing an official complaint does three things: it documents the problem with a government record, it forces a business to answer to a regulator, and it helps agencies spot trends that can lead to investigations or rulemaking. In my practice, clients who file structured complaints that include clear timelines and supporting evidence get faster, more effective responses than those who only post on social media or call customer service.

Key federal and state resources to start with:

• Consumer Financial Protection Bureau (CFPB) — file financial product and service complaints at https://www.consumerfinance.gov/complaint/
• Federal Trade Commission (FTC) — report fraud, scams, identity theft or deceptive business practices at https://reportfraud.ftc.gov/
• Your state attorney general or state consumer protection office — find contact details and portals through USA.gov: https://www.usa.gov/consumer-complaints

(Agencies change forms and processes occasionally; always use the agency’s live portal links above.)

Which agency should you contact?

• Use the CFPB for issues with banking, mortgages, credit reporting, debt collection, prepaid cards, and other consumer financial products. The CFPB collects consumer complaints and shares them publicly (with personal data redacted) to highlight patterns.
• Use the FTC for fraud, scams, identity theft, and unfair or deceptive business practices not limited to financial products. The FTC aggregates reports to pursue large-scale enforcement.
• Use your state attorney general or your state consumer protection office for violations of state consumer laws, licensing complaints, or where state law gives stronger remedies (for example, many warranty and licensing enforcement actions).

If you’re unsure, file with multiple appropriate agencies. Filing the same core complaint with both state and federal agencies is common and can speed attention when jurisdictions overlap.

Step-by-step: How to prepare and submit an effective complaint

1. Collect and organize evidence

• Receipts, contracts, account numbers, order numbers, billing statements.
• Dates and times of phone calls, names of representatives, and written communications (emails, chat transcripts, mailed letters).
• Screenshots of websites or ads, especially if a company’s representations changed.
• Redact sensitive data (full SSNs, full account numbers) where the portal doesn’t require them. Keep unredacted copies for your records.

1. Create a clear narrative

• One-paragraph summary: what happened, when, and the exact harm (money lost, credit hit, product failure).
• Chronology: list events in order with dates.
• Request for relief: state exactly what you want (refund, cancellation, correction to credit report, contract rescission).

1. Use agency-specific portals and forms

• File online when possible — portals provide tracking numbers. CFPB and FTC sites are optimized for consumer submissions.
• If a portal isn’t available, use the state office’s email or mail address. Send anything by certified mail if evidence of receipt is important.

1. Provide concise attachments

• Attach only documents that support your claim. Label attachments (e.g., “BankStatement_Jan2025.pdf”).
• Avoid attaching large video files; instead provide timestamps and screenshots with short captions.

1. Keep copies and note case numbers

• Save confirmation emails, complaint IDs, and agency contact names.
• Most agencies let you check status online; log updates and responses.

1. Follow up professionally

• If the agency asks for additional info, respond promptly and include the complaint ID.
• If the company responds through the agency, evaluate whether the offered remedy meets your request.

Sample complaint template (short)

• Subject: Complaint — Unauthorized Charges on Card ending 1234
• One-line summary: Unauthorized gym charges posted monthly despite cancellation request on 1/5/2025.
• Chronology: 12/15/2024 — enrollment; 1/5/2025 — cancellation request via phone (rep name); 1/20/2025 — charge posted; 2/20/2025 — repeated charge.
• Attachments: cancellation confirmation screenshot, bank statement showing charges.
• Remedy requested: full refund for unauthorized charges and confirmation of account cancellation.

Use this short template as the first portion of your portal submission and expand with the chronology and documents as attachments.

When to escalate: next steps if the initial complaint doesn’t resolve it

• Ask the agency for an internal review or to reassign the case if you believe important facts were missed.
• Contact your state attorney general’s consumer protection division if you originally filed with a federal agency or the company directly and saw no resolution. See the state-focused guide on [How to File a Complaint with State Consumer Agencies](