When you have an issue with a financial product or service, you have the right to have your complaint heard and responded to. Many people submit complaints to us online on their own, but did you know that you can also call our toll-free number to talk to a real person and get help submitting a complaint?
What do I need to have ready before submitting a complaint?
- Information about the product or service – We’ll need to know the type of product or service you have a complaint about. In addition, it helps to be prepared with as many specifics related to the complaint as you can. For example, if you are having problems with a mortgage, it can help to be prepared with the type of loan you have and exactly what part of the mortgage process you had an issue with.
- A prepared statement – While submitting a complaint, you will be asked to make a short statement about what happened. If you submit your complaint over the phone, the contact center representative will take your statement down word-for-word, so be sure of exactly what information you would like to share. Be sure to include key facts and dates. Keep in mind that unlike submitting online, you will not be able to attach supporting information, like documents, to your complaint. Supporting information helps companies to address your issues better. Therefore, if you have supporting documents, you may want to submit your complaint online.
- Name of company – If you have it, be ready with the exact name and any other helpful information about the company that supplied the products or services you are submitting a complaint about.
- Your contact information – We’ll need your name and address to contact you about your complaint, and forward it to the company for a response. However, if you can provide an email address, you’ll get near real-time updates by email instead, and you can also log in to review the company’s response and give your feedback.
What happens after I submit a complaint?
We work to forward your complaint to the company and work to get you a response – generally within 15 days. Companies are expected to close all but the most complicated complaints within 60 days. Regardless of whether you submit your complaint by phone or online, you will be able to review the company’s response and give your feedback. If we find that another agency would be better able to assist, we will forward your complaint and let you know.
Give us a call
If you need help submitting your complaint online, want to submit your complaint by phone, or have other questions, give us a call. Our U.S.-based contact centers are open Monday through Friday, 8 a.m. – 8 p.m. EST and provide services in more than 180 languages through our toll-free telephone number, (855) (2372). We also provide services to consumers who are deaf, have hearing loss, or have speech disabilities through our TTY/TDD number: (855) (2372).