CFPB Updates Complaint Portal and Seeks Public Input on Intake Process

The Consumer Financial Protection Bureau (CFPB) has updated its online complaint portal to clarify complaint pathways, strengthen identity verification, and provide additional guidance to consumers before submitting complaints. These updates were made directly through the portal rather than through formal rulemaking and primarily reshape the consumer intake experience on the front end.

What the CFPB Did

• Expanded pre-filing notices: Consumers now encounter additional screens before submitting a complaint that spell out procedural expectations and legal prerequisites, including prompts to contact the financial institution or credit reporting agency first.

• Credit reporting disputes: For credit report complaints, consumers must affirm that they have already disputed the tradeline with the relevant credit reporting agency and either received a response or allowed the CRA’s 45-day maximum response period to run. If they have not, the complaint may not move forward.

• Non-credit reporting complaints: Consumers are reminded that the CFPB does not guarantee investigation or resolution and that the complaint portal is not a substitute for other legal or contractual remedies.

• Personal information and verification: Consumers must provide identifying information sufficient for the CFPB to verify identity and route the complaint. They must attest to the accuracy of their submission. Personal details are stripped from the public database, and complaint narratives are published only on an opt-in basis.

• CFPB Invites Feedback: The CFPB has published a notice asking for public comment on the Consumer Response Intake Form and related complaint data collection. The CFPB is seeking feedback on whether the intake form asks the right questions, creates unnecessary burden, or could be improved. Comments are due by March 2, 2026.

Implications for Companies and Compliance

These changes primarily affect how consumers experience the portal before filing; companies’ response obligations, timelines, and substantive duties do not change. Complaints that reach companies—particularly in the credit reporting context—are now more likely to reflect consumers who have completed the initial dispute step, which may influence volume and complaint characteristics. Legal and compliance teams should understand this front-end filtering when assessing trends and continue to ensure timely and consistent responses. Companies with operational concerns or suggestions for improvements may wish to submit comments before the March 2, 2026 deadline.

If you have questions or require assistance, please contact one of the authors or the Manatt professional with whom you work.