Complaint database updated with credit union-requested guardrails

The CFPB announced Friday it would place guardrails to ensure the accuracy of its Consumer Complaint Portal. This follows multiple requests over several years by America’s Credit Unions urging the CFPB to make these changes, raising the issue in response to a 2024 request for information, and again in 2025 as part of a joint trade letter to acting CFPB Director Russell Vought.

While credit unions are pro-consumer and regularly work with member-owners to resolve potential disputes, there were many concerns that the existing system had significant issues that called into question the reliability of gathered data.

“We welcome the CFPB’s decision to strengthen guardrails in its consumer complaint portal to ensure complaints are real, non-duplicative, and properly attested to by consumers. America’s Credit Unions repeatedly urged these improvements,” said America’s Credit Unions President/CEO Scott Simpson. “For many credit unions, especially large institutions, the volume of duplicative or unverifiable complaints has required significant staff time and resources that could otherwise be focused on serving members. These updates help restore balance to the complaint process, improve data quality, and ensure the system better reflects genuine consumer concerns. A fair, accurate complaint process benefits consumers, regulators, and financial institutions alike, and we appreciate the CFPB taking a constructive step in that direction.”

The bureau added two pages of disclaimers to its complaint portal, as well as:

• Instructions notifying consumers not to file complaints about inaccurate information;
• Requiring consumers to attest to the truthfulness of any complaint; 
• Requiring personal information so the CFPB knows they are a real person who can be identified.

America’s Credit Unions supported a strong verification process for the database due to problems that may arise from bad actors and other inaccuracies.