Learn how the complaint process works | Consumer Financial Protection Bureau

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class="o-info-unit-group" > <div class="content-l"> <div class="content-l__col content-l__col-1"> <div class="m-info-unit m-info-unit--inline"> <img class="m-info-unit__image m-info-unit__image--square" src="https://files.consumerfinance.gov/f/images/complaint-process-submitted-round-300x300.original.png" alt=""> <div class="m-info-unit__heading-text"> <h3 id="1-complaint-submitted">1. Complaint submitted</h3> </div><div class="m-info-unit__content"> <p data-block-key="3la6b">You submit a complaint, or another government agency forwards your complaint to us. You will receive email updates and can <a href="https://portal.consumerfinance.gov/consumer/s/">check the status</a> of your complaint.</p> </div> </div> </div> <div class="content-l__col content-l__col-1"> <div class="m-info-unit m-info-unit--inline"> <img class="m-info-unit__image m-info-unit__image--square" src="https://files.consumerfinance.gov/f/images/complaint-process-review-route-round-300x300.original.png" alt=""> <div class="m-info-unit__heading-text"> <h3 id="2-route">2. Route</h3> </div><div class="m-info-unit__content"> <p data-block-key="jqhe7">We'll send your complaint directly to the company so it can review the issues in your complaint. If we find that another government agency would be better able to assist, we will send your complaint to them and let you know.</p> </div> </div> </div> <div class="content-l__col content-l__col-1"> <div class="m-info-unit m-info-unit--inline"> <img class="m-info-unit__image m-info-unit__image--square" src="https://files.consumerfinance.gov/f/images/complaint-process-response-round-300x300.original.png" alt=""> <div class="m-info-unit__heading-text"> <h3 id="3-company-response">3. Company response</h3> </div><div class="m-info-unit__content"> <p data-block-key="stao4">The company will communicate with you as needed and respond to the issues in your complaint. Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days.</p> </div> </div> </div> <div class="content-l__col content-l__col-1"> <div class="m-info-unit m-info-unit--inline"> <img class="m-info-unit__image m-info-unit__image--square" src="https://files.consumerfinance.gov/f/images/complaint-process-published-round-300x300.original.png" alt=""> <div class="m-info-unit__heading-text"> <h3 id="4-complaint-published">4. Complaint published</h3> </div><div class="m-info-unit__content"> <p data-block-key="h3kxl">We publish information about your complaint (without information that directly identifies you) in our public Consumer Complaint Database. With your consent we also publish your description of what happened, after taking steps to remove personal information. Learn more about <a href="/complaint/data-use/">how we share complaint data</a>.</p> </div> </div> </div> <div class="content-l__col content-l__col-1"> <div class="m-info-unit m-info-unit--inline"> <img class="m-info-unit__image m-info-unit__image--square" src="https://files.consumerfinance.gov/f/images/complaint-process-review-round-300x300.original.png" alt=""> <div class="m-info-unit__heading-text"> <h3 id="5-consumer-review">5. Consumer review</h3> </div><div class="m-info-unit__content"> <p data-block-key="c1bv7">We will let you know when the company responds. You’ll be able to review the company’s response and will have 60 days to provide feedback about the company's response.</p> </div> </div> </div> </div> </div> </div> <div class="block"> <div class="o-full-width-text-group"> <div class="m-full-width-text"> <h2 data-block-key="qzkyb">Ready to start your complaint?</h2><p data-block-key="7kosu">You can submit a complaint <a href="/complaint/">online now</a>. It usually takes less than 10 minutes.</p><p data-block-key="ednj5"><a href="https://portal.consumerfinance.gov/consumer/s/?_gl=1*1fjzu0k*_ga*MTMxMTY4MTQ4OC4xNjAyODYyMzgw*_ga_DBYJL30CHS*MTY0NzAzMTQ2MC41OS4xLjE2NDcwMzYzMTUuMA..">Check the status of a complaint you've already submitted.</a></p> </div> </div> </div> </div> <aside class="u-layout-grid__sidebar"> <div class="block block--flush-top"> <div class="m-related-links"> <header class="m-slug-header"> <h2 class="m-slug-header__heading" id="have-a-question-preguntas"> Have a question? ¿Preguntas? </h2> </header> <p data-block-key="6kvn0">If you can't submit online (7–10 minutes), you can submit over the phone (25–30 minutes). More than 180 languages are available.</p><p data-block-key="fobbp">Call: <a href="tel:(855) 411-2372">(855) 411-2372</a><br/>TTY/TTD: <a href="tel:(855) 729-2372">(855) 729-2372</a></p><p data-block-key="56u9q">8 a.m. to 8 p.m. ET, Monday through Friday <a class="a-link" href="https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview"><span class="a-link__text">(except federal holidays).</span> <svg aria-hidden="true" class="cf-icon-svg cf-icon-svg--external-link" viewbox="0 0 14 19" xmlns="http://www.w3.org/2000/svg"><path d="M13.017 3.622v4.6a.554.554 0 0 1-1.108 0V4.96L9.747 7.122a1.7 1.7 0 0 1 .13.646v5.57A1.664 1.664 0 0 1 8.215 15h-5.57a1.664 1.664 0 0 1-1.662-1.663v-5.57a1.664 1.664 0 0 1 1.662-1.662h5.57A1.65 1.65 0 0 1 9 6.302l2.126-2.126H7.863a.554.554 0 1 1 0-1.108h4.6a.554.554 0 0 1 .554.554M8.77 8.1l-2.844 2.844a.554.554 0 0 1-.784-.783l2.947-2.948H2.645a.555.555 0 0 0-.554.555v5.57a.555.555 0 0 0 .554.553h5.57a.555.555 0 0 0 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