Collector - June 2020 - 38

CFPB

CFPB Enhances Consumer Complaint Database
ACA continues to advocate for better contextualization of complaints as the CFPB updates its database.
By Shaun Ertischek

E

arlier this year, the Consumer
Financial Protection Bureau's
Office of Consumer Response
held an exclusive webinar for ACA
International to preview anticipated
enhancements to the Consumer
Complaint Database that will be
implemented this year.
The CFPB initially announced that it
"will continue the publication of consumer
complaints, data fields and narrative
descriptions through the Bureau's Consumer
Complaint Database while making several

38

enhancements to the information available
to users of the database."
Since that time, the CFPB made several
enhancements, including:
*	 Modified disclaimers to provide
better context to the published data
(including that it is not a statistical
sample of consumers' experiences in the
marketplace);
*	 Integrated financial information
and resources into the complaint
process to help address questions
and better inform consumers

before they submit a complaint;
and
*	 The provision of information to assist
consumers who wish to contact the
financial company to get answers to
their specific questions.
In April, the CFPB rolled out phase one:
enhanced features for the database that
include dynamic visualization tools on
recent complaint data.
The database displays a default view of
the most recent three years of complaint
data by state but permits customizable

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