Filing a complaint
How to file a complaint against a bank or financial company
Start by complaining to the company itself, in writing, with your records attached. If it does not fix the problem, file a free complaint with the Consumer Financial Protection Bureau at consumerfinance.gov/complaint, and with your state attorney general or financial regulator. That covers most problems with banks, credit cards, loans, debt collectors, credit bureaus and payment apps. You do not need a lawyer, and it costs nothing.
Before you start: gather your records
A complaint with dates, amounts and documents gets taken far more seriously than one that says "they keep messing up my account". Spend 20 minutes pulling things together first. You will use the same file for every step below.
- your account, loan or reference number (you can leave out most of the digits when you send copies)
- statements showing the charge, fee, payment or error
- letters, emails, texts and app messages from the company
- a simple timeline: date, who you spoke to, what they said, any reference number
- screenshots of the app or website, if the problem showed up there
- proof of payment, such as a bank record or confirmation number
- what you want: a refund of a set amount, a corrected credit report, a fee removed, an account reopened
Keep originals. Only ever send copies.
Step by step
- Complain to the company in writing. Phone calls are fine for a quick fix, but follow up in writing so there is a record. Use the company's secure message center, the complaint or dispute address on its website, or a letter sent with tracking. Say what went wrong, when, how much it cost you and exactly what you want done. Our guide on how to write a complaint letter has a fill-in template.
- Use any formal dispute process. Some problems have their own legal channel with deadlines the company must meet. Examples are disputing a credit report error, a credit card charge, an unauthorized bank transfer, or asking a debt collector to validate a debt. Use these as well as, not instead of, a general complaint.
- Give the company a short, fair deadline. Two to three weeks is reasonable for most issues. If it is urgent, such as a frozen account or a pending foreclosure sale, say so and escalate sooner.
- File with the CFPB. If the company does not fix it, or you are getting nowhere, submit a complaint at consumerfinance.gov/complaint. It is free and takes about 15 minutes.
- File with your state. Your state attorney general and your state financial regulator also take consumer complaints. You can file with them at the same time as the CFPB.
- Add the right bank regulator or the FTC if it fits. See the table below.
- Keep going if needed. If nothing works, see what to do if a company ignores your complaint, including small claims court.
Where to file, by type of company
You can file with more than one place. Agencies sometimes forward a complaint to whoever has authority over that company, so do not worry too much about picking the "wrong" one.
| Who you have a problem with | Where to complain |
|---|---|
| Banks, credit unions, lenders, card issuers, mortgage and student loan servicers, debt collectors, credit bureaus, payment apps, money transfer and crypto companies | Consumer Financial Protection Bureau at consumerfinance.gov/complaint |
| National banks and federal savings associations (the name often includes "National Association" or "N.A.") | Office of the Comptroller of the Currency (OCC) at helpwithmybank.gov |
| State-chartered banks that are not Federal Reserve members | FDIC at fdic.gov |
| State-chartered banks that are Federal Reserve members | Federal Reserve at federalreserveconsumerhelp.gov |
| Federal credit unions | NCUA at mycreditunion.gov |
| Licensed lenders, servicers, collectors, money transmitters and state-chartered banks or credit unions | Your state financial regulator (often called the Department of Banking or Financial Institutions) |
| Any business, especially for unfair practices in your state | Your state attorney general's consumer protection office. Find yours at usa.gov |
| Scams, fraud, fake companies and impostors | Federal Trade Commission at reportfraud.ftc.gov, and ic3.gov for internet crime |
| Federal student loans | Federal Student Aid at studentaid.gov, as well as the CFPB for servicer problems |
Not sure which bank regulator applies? Look the bank up in FDIC BankFind. It lists each bank's charter and primary federal regulator. Our guide on how to check if a company is legit explains the lookup tools.
What to include in your complaint
Whether you are writing to the company or filling in an agency form, the same things matter.
- The facts, in order. What happened and when. Short paragraphs or a dated list work best.
- The money. The exact amounts charged, lost or owed, with dates.
- What you already tried. Calls, letters and disputes, with dates and reference numbers, and what the company said.
- What you want. Be specific: "refund the $35 overdraft fee charged on March 4" is better than "make this right".
- Attachments. Statements, letters and screenshots. Black out full account numbers and your Social Security number.
Stick to facts and keep the tone calm. Anger is understandable, but the person reading it needs to see the problem quickly. Leave out anything you cannot back up.
Filing with the CFPB
The Consumer Financial Protection Bureau is the federal agency that oversees consumer financial products. Its complaint form asks you to pick the product (for example credit card, mortgage or debt collection), the issue, the company and what happened. You can upload documents and choose whether your description may be published, with personal details removed.
The CFPB sends your complaint to the company, which is expected to respond, usually within 15 days. You can track it in your online account and leave feedback on the company's answer. You can also file by phone at (855) 411-2372. The full timeline is in what happens after you file a complaint.
Agency processes can change. If the CFPB route is slow or unavailable for your issue, your state attorney general and state regulator are strong alternatives, and you can always use both.
Filing with your state
State attorneys general enforce state consumer protection laws, and many have mediation staff who contact the company for you. State financial regulators license many lenders, debt collectors, mortgage servicers and money transmitters, and a complaint can affect that license. That gets attention.
When you file with a state, say which state you live in, where the company is based and whether you already filed with a federal agency. If the company is in another state, you can usually file in your own state and in the company's home state.
When it is a scam rather than a dispute
If the "company" was fake, impersonated a real bank, or tricked you into sending money, the steps are different. Contact your real bank immediately using the number on your card, then report to the FTC at reportfraud.ftc.gov and, for online fraud, to ic3.gov. Our guide on how to spot financial scams covers what to do in the first hours.
What happens next
Most companies respond to regulator complaints. Many problems get fixed at this stage, sometimes with a refund or correction, sometimes only with an explanation. Our guide to company response types explains what each kind of answer means.
If the answer does not solve your problem, you can reply with feedback, file with another agency, send a final demand letter or go to small claims court. Keep everything in the same file as you go.
Questions and answers
Does it cost anything to file a complaint against a bank?
No. Complaining to the company, the CFPB, your state attorney general, your state regulator and the federal bank regulators is free. Be wary of anyone who charges a fee to "file a complaint for you".
Do I have to complain to the company first?
It is not always required, but it usually helps. Many problems are fixed quickly once you put them in writing, and regulators often want to see that you gave the company a chance. For urgent problems, such as a foreclosure sale date or fraud, you can go to the company and a regulator at the same time.
Can I file with more than one agency?
Yes. You can file with the CFPB and your state attorney general or regulator at the same time. Mention that you filed elsewhere so they can coordinate.
Will the company retaliate if I complain?
A company may close an account under its own terms, but retaliating against you for complaining to a regulator can create legal problems for it. If you think the company is punishing you for complaining, say so in a follow-up complaint and consider talking to a consumer attorney or legal aid. Rules vary by state.
How long do I have to file a complaint?
There is usually no strict deadline for a regulator complaint, but some disputes have short legal deadlines, such as 60 days for many credit card billing errors and bank transfer errors. Act as soon as you notice the problem.
Questions about this guide
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