Depending on the nature of the financial product and how consumers use the product, consumers may be harmed in ways that do not cause them to complain to the Bureau or to blame the product or provider for the harm they have suffered. The lack of complaints or a relatively low number of complaints published in the database about a product, issue, or company does not necessarily mean there is little or no consumer harm. Complaints are not “information” for purposes of the Information Quality Act. This database is not a statistical sample of consumers’ experiences in the marketplace and these complaints are not necessarily representative of all consumers’ experiences with a financial product or company. We publish the consumer’s narrative description from their complaint if the consumer opts to share it publicly and after the Bureau takes steps to remove personal information.

We do not publish complaints referred to other regulators, such as complaints about depository institutions with less than $10 billion in assets. Only complaints sent to companies for response are eligible to be published and are only published after the company responds, confirming a commercial relationship or after 15 days, whichever comes first.

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