About

About Complaint History

Complaint History is a free, independent record of what happens when people complain about financial companies - banks, credit card issuers, lenders, mortgage and student loan servicers, debt collectors, credit bureaus, payment apps and crypto platforms. Look any company up before you sign, and add your own experience so the next person knows.

Where the data comes from

The complaint records come from the Consumer Complaint Database published by the U.S. Consumer Financial Protection Bureau (CFPB) - the federal agency that takes complaints about consumer financial products and services, sends them to the companies and publishes them once the company has responded (or after 15 days). The database is public and free to reuse under a CC0 licence, and is updated daily: consumerfinance.gov/data-research/consumer-complaints.

Complaint History reads it every day - 19,188,075 complaints since 2011, about 8,206 companies - and turns it into one record per company: complaints by month, what they're about, where they come from, how the company answered, how it compares with similar companies, and the Response Score. For each complaint the records include the date, the company, the product and issue, the consumer's state and part of their ZIP code, how it was submitted, the company's response and whether it was on time. The consumer's own description is not included.

Complaint History is not affiliated with or endorsed by the CFPB, any other government agency, or any company listed. To file an official complaint, go to consumerfinance.gov/complaint - our guide walks you through it.

What we change, and why

Company names are shown the way people know them ("JPMorgan Chase" rather than "JPMORGAN CHASE & CO."). The name as filed is printed on each company's page.
Categories. The records' product names have changed over the years; we group them into a dozen categories (credit reporting, debt collection, mortgages and so on) so a company's history reads as one line.
"The last 12 months" ends at the newest complaint on file, so a day when new complaints are late never looks like a drop.

What the figures can and can't tell you

Complaints are not verified. They are consumers' own accounts. A complaint is not proof that a company did anything wrong.
Bigger companies get more complaints. A bank with fifty million customers will always have more than a small credit union. Compare the shares (answered on time, closed with relief) and the trend, not the totals.
Credit bureaus draw more complaints than any other kind of company, because everyone has a credit report. Rankings that leave them out are often more useful.
Recent months are still filling up, and companies are still answering recent complaints - "in progress" falls as they do.

How the Response Score works

The Response Score rates how a company handles complaints, from 0 to 100, over the last 12 months. It needs at least 25 complaints in 12 months; companies with fewer are "not rated". It is recalculated every few hours.

Part	Points	How it is scored
Answers on time	45	The share of complaints answered within 15 days. 90% or less scores 0; 100% scores 45; in between in a straight line.
Relief for customers	40	The share of closed complaints closed with relief - money back or a fix (non-monetary relief) - compared with the typical rate for its category (the share of all that category's closed complaints that ended with relief). The typical rate earns 20; twice it or better earns 40.
Complaint trend	15	Complaints in the last 12 months against the 12 before. Falling by a fifth or more scores 15, flat scores 10, doubled or worse scores 0. A company with no earlier year on record counts as flat.

Grades: A 80 and over · B 65-79 · C 50-64 · D 35-49 · F below 35. Comparing relief with the company's own category matters: a debt collector and a credit card issuer get very different complaints, and it would be unfair to measure one against the other.

The score measures how a company answers complaints, not whether it is a good company overall, and it is our own calculation - not a rating by any government agency.

Experiences, comments and polls

Everything else on the site comes from visitors: experiences (a rating, what happened and how it ended), comments and replies on every page, helpful votes, and the one-tap "did they fix it?" poll. No account is needed and we never store IP addresses - only a keyed hash, used to stop flooding and double votes. 0 experiences and 0 comments so far.

Nobody reads posts before they go live, so moderation is automatic: a signed form and a honeypot stop bots, flood limits stop spammers, emails, phone, card and account numbers are masked, links are made unclickable, and a spam score holds back posts that look like advertising or "recovery" scams. Three flags from visitors hide a post until we review it. To report a post or ask for removal, contact us.

Who we are

Complaint History is operated by XTO Pty Ltd (ACN 702 801 410). It is free, funded by advertising, and has no relationship with the companies it lists - no company can pay to change its record, remove complaints or experiences, or improve its score.