CFPB releases RFI on consumer complaints and inquiries
On April 11, the CFPB released its twelfth (and apparently final) Request for Information (RFI) in a series seeking feedback on the Bureau’s operations. This RFI solicits public comment to assist the Bureau in assessing its handling of consumer complaints and consumer inquiries. Pursuant to the Dodd-Frank Act, the CFPB is required to “facilitate the centralized collection of, monitoring of, and response to consumer complaints regarding consumer financial products or services.” According to the RFI, a “consumer complaint” relates to an issue a consumer has with an identifiable entity, whereas a “consumer inquiry” is a consumer request for information from the CFPB regarding a financial product or service, a CFPB action, or the status of a complaint. While the Bureau is seeking feedback on all aspects of its consumer complaints and consumer inquiries processes, the RFI specifically seeks comments related to (i) how the Bureau distinguishes between complaints and inquiries, including if there should be a process for companies to reclassify consumer submissions; (ii) the complaint submission process, including the channels of submission and whether consumers should be allowed to authorize a third-party to submit on their behalf; and (iii) whether the Bureau should develop a process for companies to provide responses to consumer inquiries. The RFI is expected to be published in the Federal Register on April 16. Comments will be due 90 days from publication.