When to File a Complaint with the CFPB: A Practical Guide

When Should You File a Complaint with the CFPB?

Filing a complaint with the Consumer Financial Protection Bureau (CFPB) is the right move when a financial company won’t fix a clear problem after you’ve tried to resolve it directly, or when the issue suggests a broader violation of your consumer rights. In my 15+ years advising consumers and representing clients, I’ve seen the CFPB produce meaningful results when complaints are well-documented and targeted.

This guide explains when to file, how to prepare a compelling complaint, realistic timelines, alternatives (state attorneys general, the FTC, arbitration), and how to avoid common mistakes. It also points to related FinHelp articles on escalation and multi-agency filing to help you decide the best path (see “When to Escalate a Complaint: From Company to CFPB” and “Filing a Complaint with the CFPB, FTC, and State AGs: A Quick Guide”).

Sources: CFPB consumer pages and complaint database (consumerfinance.gov); National Consumer Law Center; U.S. Government Accountability Office.

Key situations when you should file a CFPB complaint

File a complaint when one or more of these apply:

• You’ve tried to resolve the problem with the company at least once (preferably with written records) and the company didn’t fix it or gave an unsatisfactory answer.
• You’ve been charged incorrect or undisclosed fees, or the company refuses to correct a billing error.
• A lender, servicer, or creditor denied or delayed a transaction without a clear, lawful reason and you have documentation showing inconsistent treatment.
• A company’s practices are confusing, deceptive, or lack required disclosures under federal consumer laws (Truth in Lending Act, Fair Credit Reporting Act, etc.).
• A debt collector is using abusive, harassing, or illegal collection tactics.
• Your credit report contains errors you cannot get resolved with the credit bureau or furnishers.
• You suspect discrimination in lending, servicing, or underwriting decisions.

If the issue is minor (a one-time customer service slip) and the company promptly fixes it, filing a CFPB complaint is usually unnecessary. The CFPB is most useful when a problem is unresolved, systemic, or likely to affect others.

Before you file: a practical pre-complaint checklist

In my practice, complaints that win faster are the ones with clear, chronological evidence. Gather the following before you submit:

• Account numbers, loan numbers, and company name(s).
• Dates and summaries of phone calls, emails, and letters (include names of representatives when available).
• Copies of contracts, monthly statements, billing notices, and any written offers.
• Screenshots or PDFs of online account pages, erroneous transactions, or disclosures.
• A concise statement (1–3 paragraphs) of what happened, the harm you experienced, and the resolution you want (refund, correction, removal of error, cancellation of fees, etc.).
• Records of prior escalation steps you took (who you contacted, when, and the response).

Tip from practice: keep the timeline tight and factual. Avoid editorializing—detail the effect (overdraft fees, damaged credit score, missed deadline), not just your frustration.

How to file (step-by-step)

1. Create an account at the CFPB complaint portal or use the form at consumerfinance.gov.
2. Choose the product category (mortgage, credit reporting, bank account, student loan, debt collection, etc.).
3. Enter details requested: company name, account numbers, and upload supporting documents.
4. Provide a clear narrative: what went wrong, when, and the remedy you seek.
5. Submit and save the confirmation number and screenshots.

Filing is free. The CFPB forwards your complaint to the company and may request a response. Response times depend on the company and the issue’s complexity; many consumers receive some form of company reply within weeks, but resolution can take longer. For general guidance from the CFPB, see the agency’s consumer pages (https://www.consumerfinance.gov/).

Related: If you’re unsure whether to file only with the CFPB or also notify your state regulator or the FTC, see the FinHelp guide on multi-agency complaints (“Filing a Complaint with the CFPB, FTC, and State AGs: A Quick Guide”).

What to expect after you file

• Confirmation: The CFPB typically acknowledges receipt and assigns a tracking number. Keep that number.
• Company response: The CFPB sends the complaint to the company for an official response.
• Status updates: The CFPB posts the complaint and the company’s response (as permitted) to its public complaint database. Note: some information may be redacted for privacy.
• Possible outcomes: company resolves the issue, offers a partial remedy, declines responsibility, or the complaint remains under investigation.

In my experience, companies are more likely to offer a meaningful remediation when complaints include clear evidence and a specific requested remedy.

When to use other routes instead of or in addition to the CFPB

• Immediate fraud or identity theft: contact your bank and credit bureaus first, and consider filing a police report.
• State-chartered banks or state-regulated products: your state banking regulator or attorney general may act faster for certain claims. See our article on escalation for guidance (“When to Escalate a Complaint: From Company to CFPB”).
• Consumer fraud that also violates criminal statutes: file with your state AG and consider local law enforcement.
• Arbitration/contractual disputes: review your contract—some require arbitration, small claims, or have notice procedures.

It’s often appropriate to file with both the CFPB and your state AG or the FTC. Coordinated filings can increase leverage, especially for broader scams or systemic problems (see FinHelp’s multi-agency guide linked above).

Common mistakes that weaken complaints

• Submitting a vague narrative: “They were rude” tells the story emotionally but not legally. Instead, state: “Company charged an unauthorized $295 fee on 4/10/2024 and ignored my written dispute sent 4/15/2024.”
• Not attaching documents: without evidence, companies can deny the claim.
• Expecting immediate action: CFPB helps escalate, but it’s not a court. Some disputes require legal action.
• Skipping the company’s formal dispute process when one exists and is required by contract or law (for example, disputes under certain credit card rules).

When to hire a lawyer

Consider counsel if:

• The company’s actions caused large financial harm or you face foreclosure, repossession, or significant credit damage.
• The claim involves possible discrimination or complex statutory violations.
• You need help preparing documentation for litigation or arbitration.

For many everyday billing, credit report, or customer service disputes, a CFPB complaint plus persistence will resolve the matter without an attorney.

Examples (anonymized, from practice)

• Incorrect bank fees: A client repeated requests to remove recurring merchant fees were ignored. After a CFPB complaint, the bank refunded two months of fees and updated account notes to prevent recurrence.
• Credit reporting error: A consumer reported identity-mixing on credit reports. CFPB involvement resulted in the furnisher correcting the accounts within weeks and a note added to the consumer’s files.

These outcomes are typical when documentation is complete and the requested remedy is reasonable.

FAQs

Q: Is filing with the CFPB anonymous?
A: No. The CFPB requires your contact information to forward the complaint to the company. The agency posts complaint narratives publicly but redacts personal identifiers.

Q: Does filing a complaint hurt my credit?
A: No. Filing a CFPB complaint itself does not affect your credit score. The underlying issue (late payments, charge-offs) may affect credit if unresolved.

Q: How long until my issue is resolved?
A: There is no fixed timeline. Some complaints resolve in days; complex issues can take months. Use the CFPB portal to check status and download company responses.

Professional closing and disclaimer

Filing a complaint with the CFPB is a practical, low-cost escalation tool that often prompts companies to take a closer look at unresolved consumer problems. In my practice, a carefully prepared complaint — clear facts, dates, and supporting documents — increases the chance of a favorable response.

This article is educational and not legal advice. For personalized recommendations, particularly for high-dollar disputes, foreclosure, or litigation, consult a qualified attorney or financial professional.

Further reading on FinHelp:

• When to Escalate a Complaint: From Company to CFPB: https://finhelp.io/glossary/when-to-escalate-a-complaint-from-company-to-cfpb/
• Filing a Complaint with the CFPB, FTC, and State AGs: A Quick Guide: https://finhelp.io/glossary/filing-a-complaint-with-the-cfpb-ftc-and-state-ags-a-quick-guide/

Authoritative sources:

• Consumer Financial Protection Bureau (CFPB): https://www.consumerfinance.gov/
• National Consumer Law Center (NCLC): https://www.nclc.org/
• U.S. Government Accountability Office (GAO): https://www.gao.gov/