Understanding CFPB Complaint Responses

How the CFPB Process Works

When a consumer files a complaint, the CFPB forwards it to the company. The company is expected to respond within 15 calendar days, though it can request an extension of up to 60 days for more complex issues. The CFPB tracks whether each response is timely and categorizes the type of resolution provided. These response categories are standardized across all companies and products, making them useful for comparing how different companies handle consumer complaints.

Response Types Explained

Closed with Explanation

This is the most common response type. The company acknowledges the complaint and provides an explanation but does not offer any form of relief. This might mean the company believes it acted correctly and explains its reasoning, or that it addresses the consumer's concern with information rather than action. "Closed with explanation" does not mean the complaint was invalid, just that the company chose to explain its position rather than provide compensation.

Closed with Monetary Relief

The company provides financial compensation to the consumer. This could include refunding fees, correcting billing errors, paying damages, or making other monetary adjustments. Monetary relief is the strongest positive outcome for a consumer, though it is the least common response type.

Closed with Non-Monetary Relief

The company takes corrective action that does not involve direct payment. Examples include correcting information on a credit report, reinstating an account, modifying loan terms, removing negative marks, or changing account status. Non-monetary relief can be just as valuable as monetary relief depending on the situation.

Closed without Relief

The company investigated the complaint but determined that no corrective action or compensation is warranted. This response often indicates that the company found no error on its part, or that it does not agree with the consumer's characterization of the issue.

In Progress

The company has received the complaint but has not yet provided a final response. Companies can take up to 60 days for complex issues. Once the response is finalized, the status updates to one of the closed categories.

What "Timely Response" Means

The CFPB tracks whether companies respond within the 15-day window. On PlainComplaint, you will see a "timely response" percentage on each company profile. This metric measures process compliance rather than response quality. A company can respond on time but still provide an unsatisfactory answer. However, consistently slow response times may indicate poor complaint management infrastructure.

Consumer Dispute Option

After receiving a company response, consumers have 60 days to dispute the outcome. Disputing tells the CFPB that you are not satisfied with how the company handled your complaint. While the CFPB does not reopen complaints, dispute rates can signal systemic issues. On PlainComplaint, you can see each company's dispute percentage, which shows how often consumers disagree with the response they receive.

What to Do If You Are Unsatisfied

• Dispute the response: Use the CFPB portal within 60 days to formally register your disagreement.
• File with your state attorney general: Many states have additional consumer protection resources.
• Contact a consumer protection attorney: If you believe a law was broken, legal action may be appropriate.
• File with other regulators: The FDIC, OCC, FTC, and state banking regulators also accept complaints about financial institutions.