How to File a CFPB Complaint Against Your Bank
The Consumer Financial Protection Bureau operates a free complaint system that routes your problem directly to the financial institution — and tracks the response publicly. Here's how to use it effectively.
What the CFPB complaint system is
The CFPB's Consumer Complaint Database is a government-run system where consumers can file complaints about financial products and services. Unlike a Google review, complaints submitted here are routed directly to the company, which must respond within 15 days. The CFPB publishes every complaint (with consumer consent) in a public database — giving it power as both a resolution tool and a public accountability mechanism.
The database now contains over 10 million complaints. BankScorer indexes and links this data to every bank profile so you can see how a specific institution handles complaints before you open an account.
What you can complain about
The CFPB accepts complaints about:
- Checking and savings accounts (fees, errors, closures)
- Credit cards (billing disputes, interest rate changes)
- Mortgages (servicing, foreclosure, modification)
- Auto loans and leases
- Student loans (federal and private)
- Personal loans and payday loans
- Debt collection practices
- Credit reporting and background checks
- Money transfers and virtual currency
- Prepaid cards
The CFPB does not accept complaints about general customer service dissatisfaction, investment products regulated by the SEC, or fraud against businesses (as opposed to consumers).
Step-by-step: How to file
Try to resolve it with the company first
The CFPB recommends contacting your bank directly before filing. Document the date, time, and name of the representative you spoke with. This creates a paper trail and may resolve the issue faster.
Go to the CFPB complaint portal
Visit consumerfinance.gov/complaint. You'll need to create a free account or file as a guest. The portal is available in English and Spanish.
Select the product and issue
The form asks you to categorize your complaint by product type (e.g., checking account) and then by specific issue (e.g., “Funds not received” or “Problem with overdraft fees”). Be as specific as possible — it helps route the complaint correctly.
Describe what happened
Write a clear, factual narrative. Include dates, amounts, and what the company told you. Avoid personal attacks — stick to facts. You can attach supporting documents (statements, correspondence, screenshots).
Choose whether to make it public
You can opt to have your complaint narrative published in the public database (with your name and identifying details removed). Public complaints carry more accountability pressure on the company.
Submit and track
After submission, you'll receive a complaint ID and can track the status online. The company has 15 days to respond and 60 days for a final response. You can review and comment on their response.
What happens after you submit
The CFPB routes your complaint to the company, which must respond within 15 calendar days with a substantive reply (not just an acknowledgment). Their response is sent to you through the portal, where you can accept or dispute it.
The CFPB reviews responses and may follow up with the company. If your complaint reveals a pattern of illegal conduct, the Bureau may open a supervisory review or enforcement investigation — though it doesn't intervene in individual disputes.
How to see a bank's complaint history
Before you file — or before you choose a bank — BankScorer's Consumer Complaints pageshows every institution's complaint volume, top issues, and whether their responses were timely. You can also see how a bank's complaint rate compares to peers of the same size.
Read more: How to Read the CFPB Consumer Complaint Database →
Check your bank's complaint record
See complaint counts, top issues, and response rates for any US bank or credit union — free on every institution profile.
Browse by complaint volume →