The Intake Form is designed to aid the public in the submission of complaints, inquiries, and feedback to the CFPB and to help the CFPB fulfill the aforementioned statutory requirements. Consumers who wish to submit complaints, inquiries, and feedback may submit relevant information using the CFPBâs website where they will find an online version of the Intake Form. Alternatively, they may submit information by telephone and mail using the Intake Form. The Intake Formâs various fields prompt respondents for a description of, and key facts about, their complaints, underlying products and issues, the companies that are the subject of their complaints, and any previous action taken on their complaints. Responses to the Intake Formâs questions help provide the CFPB and the company with the information needed to contact the consumer and/or the consumerâs authorized representative (if applicable), send the complaint to the company for response, and follow-up on the submitted complaint, inquiry, or feedback.
The Bureau is considering adding four questions to improve complaint intake. Item 13 adds a 'Whistleblower' option for individuals submitting complaints about company practices that should not be forwarded to the company. This change will enhance the Bureauâs ability to safeguard protected disclosures. Item 19 adds four questions capturing whether consumers contacted consumer reporting agencies and what, if any, responses they received. These changes will enhance the Bureauâs ability to implement Section 611(e) of the Fair Credit Reporting Act (FCRA), which requires the Bureau to collect information about certain complaints. In addition, they are intended to enhance the efficiency of the complaint system by enabling better idenfication of prior FCRA disputes.
Beginning in early 2020, the CFPB has experienced a precipitous increase in consumer complaintsâfrom approximately 540,000 complaints in 2020 to 3.18M in 2024. While the program itself is unchanged and in anticipation of continued year over year increases in line with recent years, the program expects to see significant increases in the number of respondents.
$16,800,000
No
Yes
Yes
No
Yes
No
No
Christopher Bernstein 202 304-6984
No
On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).
The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:
(i) Why the information is being collected;
(ii) Use of information;
(iii) Burden estimate;
(iv) Nature of response (voluntary, required for a benefit, or mandatory);
(v) Nature and extent of confidentiality; and
(vi) Need to display currently valid OMB control number;
If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.
ABA_CommentLetter_ConsumerResponseIntakeForm_2026_03_02_final.pdf
3170-0011 supporting statement.docx
Consumer Response Intake Form