TopMortgage Compliance Update (1)

October 20, 2011


CFPB: Presentation on Consumer Complaints Portal

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On July 21, 2011, the CFPB recently developed a special access portal that allows financial institutions to view and respond to complaints in the CFPB consumer complaint database.

Recently, the CFPB provided a presentation describing the consumer complaint portal, relevant information regarding its use, and FAQs. The presentation is accurate as of September 20, 2011.

At this time, the portal takes consumer complaints about credit cards and provider resources for distressed homeowners. This portal allows complainants to check the status of their complaints.

The portal is meant to serve as a liaison between the CFPB and financial institutions. After receiving a complaint and addressing the complaint directly with the consumer, financial institutions can use the portal to provide an explanation of the resolution and the actions taken, select a resolution status, and attach relevant documents if necessary.

The Presentation is available in our Library.

In this Newsletter:
CompanyPortalCompany Portal Manual   
The CFPB calls the consumer complaint portal's presentation the "Company Portal Manual." Essentially, the Company Portal is designed to enable financial institutions to view and respond to complaints submitted to the CFPB by consumers.

In using the portal, financial institutions are able to provide an explanation of the resolution and the actions taken with respect to the consumer compliant.

Additionally, financial institutions will provide a status for the complaint and may actually attach relevent, supporting documentation with respect to the resolution.

CFPB-Complaint Process-1
StatusSelecting the Status   
The CFPB asks that financial institutions respond to a consumer complaint within 10 days of the filing date.

There are four possible statuses that may be selected by the financial institution: Full Resolution Provided, Partial Resolution Provided, No Resolution Provided, and Incorrect Company.
CFPB-Complaint Process-2
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    Consumer Financial Protection Bureau


Company Portal Manual

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September 20, 2011



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