Legal

Terms & acceptable use

The short version: we show public complaint records and real consumer experiences to help you understand how financial companies respond. A complaint is not proof of wrongdoing, nothing here is financial or legal advice, and when you post, tell the truth about your own experience and leave out personal details.

These terms apply to your use of complainthistory.com, operated by XTO Pty Ltd (ACN 702 801 410) ("Complaint History", "we", "us"). By using the site, or by posting an experience, comment, reply or poll answer, you agree to them. If you don't agree, please don't use the site.

What Complaint History is - and isn't

Complaint History is an independent, free information service. We are not a government website and not an official source. We are not affiliated with, endorsed by or acting for any government agency, including the Consumer Financial Protection Bureau (CFPB), or any bank, lender, debt collector, credit bureau, payment company or other business named on the site. Company names and trademarks belong to their owners and are used only to identify the companies.

We can't file, resolve or forward complaints, contact companies for you, or take part in a dispute. To complain about a company, contact the company and, if needed, a regulator; our guide to filing a complaint explains how.

About the data

Source. The complaint records on this site come from the U.S. Consumer Financial Protection Bureau's Consumer Complaint Database, a public database released under a CC0 public domain dedication and updated daily. We copy it regularly, but there can be delays, gaps or errors in the data or in how we process it.
Complaints are not verified. The records are what consumers submitted and how companies responded, as published by the CFPB. The CFPB does not verify all the facts in each complaint. A complaint is an allegation, not proof that a company did anything wrong.
Simplified for readability. We simplify company names (for example, grouping a company's legal entities under a familiar brand name) and group products and issues into broader categories. This makes the records easier to read, but it means our pages may not match the source word for word. Check the source if exact wording matters.
The Response Score is ours. The 0-100 Response Score and its A-F grade are this site's own calculation from the public records, such as how companies responded and how quickly. They are our summary, not a rating by the CFPB or any regulator, not a credit rating, and not an endorsement or a warning. How the Response Score works.
Counts reflect size. Large companies with millions of customers naturally receive more complaints. A complaint count, ranking or comparison is not a measure of wrongdoing, and it does not on its own tell you whether a company is better or worse than another.
Experiences posted here are the opinions and accounts of members of the public. We don't verify them, and they are not part of the CFPB's data.

Complaint History is not affiliated with or endorsed by the CFPB. Our use of its public data does not mean the CFPB has reviewed or approved this site, our scores or our pages.

Not financial or legal advice

Nothing on Complaint History, including our guides, scores, rankings and comparisons, is financial, legal, tax or credit advice, or a recommendation to use or avoid any company or product. Laws and company policies change and many rules vary by state. For advice about your own situation, talk to a qualified professional, such as a consumer attorney, legal aid office, HUD-approved housing counselor or nonprofit credit counselor.

The rules for experiences, comments and replies

When you post, you promise that your post is your own honest account or opinion, and that it does not:

describe something that didn't happen to you, or copy someone else's story;
include personal information, such as anyone's full name, home address, phone number or email address, or name individual employees;
include account, card, loan, routing or Social Security numbers, passwords, or any other financial identifiers, whether yours or anyone else's;
make claims you know are false, or that you can't reasonably believe are true, or that are defamatory of any person or business;
threaten, harass, abuse or vilify anyone, or contain hate speech or obscene material;
advertise or sell anything, link to anything for profit, or promote a business, lawyer, debt relief company, credit repair service or other service;
post the same story about many companies, post on behalf of a company or its competitor without saying so, or try to manipulate polls, flags or votes;
include anything you don't have the right to share, or anything unlawful.

Stick to what happened: the product, the problem, what you asked the company to do, how it responded and how it turned out. Opinions are welcome as long as they are clearly your opinion.

Companies replying to posts

Companies, like anyone else, can reply under an experience to give their side or offer help, under the same rules. A reply from a company must say who it is from and must not ask the person to share account numbers or other personal details in public. We don't verify that a reply comes from the company it names. Companies that believe a post breaks these rules or that a record is wrong can use the contact form.

Polls and flags

"Did they fix it?" polls are limited to one vote per visitor and show only totals. Poll results are a rough guide from visitors who chose to vote, not a survey or a statistic about a company. Flag a post only if you believe it breaks these rules, not because you disagree with it.

How posts are moderated

Posts are checked automatically when they are submitted. Our software masks email addresses, phone numbers, card and account numbers and other personal details it detects, makes links unclickable, scores posts for spam, and limits floods of posts. Posts that look like spam are held back and not shown. Readers can flag posts, and enough flags hide a post automatically. We may also hold, edit to remove personal information, hide or remove any post, at any time and without notice, if we think it breaks these rules or the law. We are not obliged to publish or keep any post, and we don't remove honest posts just because a company or a reader disagrees with them.

Your license to us

You keep ownership of what you write. By posting, you give XTO Pty Ltd a worldwide, royalty-free, non-exclusive, perpetual and irrevocable license to publish, display, reproduce, adapt (for example, to shorten it, fix formatting or remove personal information) and distribute your post, in any format, as part of the service and in promoting it. You confirm you have the right to grant this license. If you want something you posted removed, ask through the contact form and we will consider it.

Corrections and removal requests

If you think something on the site is wrong, unlawful or about you, use the contact form and tell us the page and the post or record you mean. Complaint records reflect the CFPB's public data; where a record is wrong at the source, we may point you to the CFPB, and we will fix any mistake we made in processing or presenting it.

Using the site

You may use Complaint History for your own personal, non-commercial purposes, and you may link to and quote short parts of our pages with credit. Please don't:

scrape or copy the site in bulk, or in a way that slows it down for others (if we offer an API, use it on the terms published with it);
present our pages, scores, rankings or posts as official government information, or suggest that the CFPB or any company endorses them;
post or reuse visitors' experiences in a way that breaks these rules or the law;
try to break, overload or get around the site's security, moderation or limits.

The underlying CFPB data is public and you can get it from the source yourself. Our scores, text, guides and design, and the selection and arrangement of the data, belong to us.

No warranty

The service is provided "as is" and "as available". To the fullest extent permitted by law, we make no warranties of any kind, express or implied, including that the site or its content is accurate, complete, current, available or fit for any purpose.

Liability

To the fullest extent permitted by law, XTO Pty Ltd is not liable for any loss or damage, direct or indirect, arising from your use of, or reliance on, the site or its content, including complaint data, Response Scores, guides and posts by other users. Decisions about which companies and products to use, how to handle a dispute and whether to take legal action are yours. Where our liability can't be excluded but can be limited, it is limited, at our option, to supplying the service again. Nothing in these terms excludes, restricts or modifies rights you have under the Australian Consumer Law, or under the law of the place you live, that can't be excluded.

If you post something that breaks these terms, you are responsible for it, and you agree to cover our reasonable costs of claims brought against us because of it, to the extent the law allows.

Links to other sites

We link to official sources such as consumerfinance.gov and studentaid.gov and to other sites we think are useful. We don't control them and aren't responsible for their content.

Changes and law

We may update these terms; the version on this page applies from when it is posted. These terms are governed by the law of New South Wales, Australia, and you and we submit to the non-exclusive jurisdiction of its courts. This does not take away any protection given to you by the law of the place you live that can't be excluded by agreement.

Contact

Questions about these terms? Contact us or email [email protected].