Where to File a Consumer Complaint
Which agency takes a consumer complaint depends on the problem. The Federal Trade Commission collects reports about scams, fraud, and bad business practices; the Consumer Financial Protection Bureau handles complaints about financial products such as credit cards, mortgages, and debt collection; state attorneys general and consumer protection offices handle complaints against businesses in their state; and specialized agencies cover areas such as phone service (FCC) and airlines (U.S. Department of Transportation). USA.gov keeps a directory of where to file by topic.
What the law says
- The FTC's ReportFraud.ftc.gov is the agency's site for reporting scams, frauds, and bad business practices; the FTC says consumers can report fraud and all other consumer issues there. FTC, press release (October 2020)
- The FTC says reports go into a secure database shared with law enforcement agencies, which use them to investigate and bring cases, but the FTC and other agencies can't resolve cases for individuals. After reporting, people get steps they can take to protect themselves or try to get money back. FTC Consumer Alert, Reporting fraud 101 (April 2023)
- The CFPB accepts complaints about checking and savings accounts, credit cards, credit reports, debt collection, money transfers, mortgages, payday loans, personal loans, prepaid cards, student loans, and vehicle loans or leases. CFPB, Submit a complaint
- The CFPB sends a complaint to the company, which responds to the issues raised; the CFPB says most companies respond within 15 days, and some give a final response within 60 days. If another agency is better suited to help, the CFPB sends the complaint there and lets the consumer know. It publishes information about complaints without information that directly identifies the consumer. CFPB, Submit a complaint
- USA.gov links to a consumer protection office for each state and territory and says these offices can help with complaints against businesses, investigating scams and fraud, and more. USA.gov, State consumer protection offices
- Example (California): by filing a consumer complaint with the California Attorney General, a person authorizes the office to send the complaint to the business named. The office says it cannot give legal advice or represent people in personal legal actions and may refer a complaint to a more appropriate agency. California Attorney General, Consumer Complaint Against a Business/Company
- Example (New York): the New York Attorney General's online complaint form has categories that include retail or online purchases, internet and software issues, credit and personal finance, personal data privacy, price gouging during emergencies, and vehicle disputes or lemon law claims; its help line is 1-800-771-7755. New York State Attorney General, File a consumer complaint
- For phone company problems, USA.gov says to begin by contacting the phone company directly; if that doesn't resolve it, contact your state government or the Federal Communications Commission (FCC), which takes complaints through an online form. USA.gov, Where to file phone company complaints
- For unwanted telemarketing calls, USA.gov says that if you still get calls from legitimate companies more than 31 days after registering your number on the National Do Not Call Registry, you can file a complaint at DoNotCall.gov or by calling 1-888-382-1222. USA.gov, Telemarketer and scam call complaints
- For airline service or discrimination problems, USA.gov says to try to resolve the complaint with the airline first, then submit it to the U.S. Department of Transportation. Airline safety issues go to the Federal Aviation Administration, and airline security issues go to TSA. USA.gov, Complaints about travel
FAQ
Will the FTC resolve my complaint or get my money back?
The FTC says it and other agencies use reports to investigate and bring cases but can't resolve cases for individuals. It points people to their state attorney general to file a separate complaint.
How long does a company have to respond to a CFPB complaint?
The CFPB says most companies respond within 15 days; in some cases a company says its response is in progress and gives a final response within 60 days. Consumers can review the response and give feedback.
Will the business see my complaint?
Often, yes. The CFPB sends complaints to the company, and the California Attorney General's form says filing authorizes the office to send the complaint to the business named.
What should I leave out of a complaint form?
The California Attorney General asks people not to include personal or confidential information such as a Social Security number or bank account number.
Where do I complain about a hotel, cruise, or rental car?
USA.gov says to generally start with the provider and then turn to a state consumer protection office or the FTC; unresolved cruise complaints can go to the Federal Maritime Commission.
Is there one place that lists where to file by topic?
USA.gov's complaints page groups complaints into categories such as consumer products and services; bank, credit, and securities; housing; travel; complaints against the government; and state consumer protection offices.
Related
- The Magnuson-Moss Warranty Act: Your Federal Warranty Rights
- What Is a Lemon Law?
- What Is Price Gouging?
- Consumer Protection by state
General legal information, not legal advice. Laws change and local rules can differ; check the linked official source or talk to a lawyer about your situation.