If you have not heard back after filing a Consumer Financial Protection Bureau (CFPB) complaint, start with the CFPB Consumer Portal and the email updates tied to your account. The complaint may be waiting on the company, marked as still in progress, or referred to another agency; the CFPB is not always the institution that sends the substantive response. If the expected window has passed, use the portal or call CFPB support at (855) 411-CFPB (2372) to ask for the current status and whether a referral was made. Do not assume silence means the complaint was ignored, and do not file a duplicate complaint solely because an update is late.
Who is supposed to answer a CFPB complaint?
The CFPB operates a routing and response process rather than deciding every complaint itself. After you submit a complaint, the bureau generally sends it to the company named in the complaint for a response. If another federal or state agency is better positioned to handle the issue, the CFPB may refer the complaint and says it will notify you of that referral. The company or receiving agency, not necessarily the CFPB, may therefore be the source of the substantive answer.
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The CFPB’s consumer explanation of the process is available at Learn how the complaint process works. Keep that distinction in mind when you read your status: “waiting for a company response” is different from waiting for a personal ruling from the bureau.
Check the status in the right place
- Sign in to the CFPB Consumer Portal. Open the complaint associated with your account and read the latest status and message, rather than relying only on an email preview.
- Search your email for CFPB updates. The bureau sends status messages and may include a link that takes you directly to the complaint account. Check spam, junk and filtered folders if an expected message is missing.
- Identify the event that started the company’s clock. The relevant date is generally when the CFPB sent the complaint to the company, not necessarily the day you first submitted it. The portal or email history should help you distinguish those events.
- Look for a referral notice. A referral means another agency may now be handling the matter. Read the notice completely and use the receiving agency’s instructions instead of waiting for the original company-response path.
- Save the status history. Download or print messages, note dates, and keep the complaint number and related documents together. A clear timeline makes a follow-up call more efficient.
If the account does not show a useful update, contact the CFPB through the portal or call (855) 411-CFPB (2372). The CFPB’s instructions for submitting a complaint for someone else also describe phone assistance and account-access limits at Submitting a complaint on behalf of a consumer.
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What each status usually means
| Portal or message status | What it means for your next step |
|---|---|
| Company response pending | The complaint has been routed to the company. Monitor the portal and CFPB emails while the normal response period runs. |
| Company says the response is in progress | The company has indicated that its first message is not final. Wait for the final-response period described below, then follow up if it expires without a final answer. |
| Referred to another agency | Read the referral notice and follow the receiving agency’s process. There is no single CFPB deadline that applies to every outside agency. |
| Company response received | Read the entire answer, compare it with the issues in your original complaint, and use the CFPB feedback option if something remains unaddressed. |
| Complaint appears in the public database | Public visibility is separate from your private case status. A published record does not prove that your individual problem was resolved. |
Understand the 15-day and 60-day response periods
CFPB consumer guidance says companies generally respond within 15 days after the complaint is sent to them. The company-process guidance specifies that these are calendar days. In some cases, the company reports that the matter is still in progress rather than providing a final answer. In that situation, the company may take up to 60 calendar days to provide a final response. The details are set out in Your company’s role in the complaint process.
These periods are response expectations in the CFPB complaint program, not a promise that the company will grant a refund, correct an account, or agree with your position. Count from the date the complaint was transmitted to the company shown in your case history. Counting from your original submission date can make a response appear late when the routing step occurred later.
Program-wide results provide context but cannot predict your case. The CFPB’s Consumer Response Annual Report, 2025 says that 99.7% of approximately 2,829,400 complaints sent to companies for review in 2024 received a timely response. About 13% were closed within the initial 15-day period, and 98% were closed within the final 60-day period. Those figures describe aggregate performance reported by the CFPB in 2025; they are not a guarantee for an individual complaint.
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What to do when the expected window has passed
First, reopen the case history and confirm whether the company gave an interim “in progress” response. If it did, determine whether the longer final-response period has ended. Also check for a referral notice, because a referred complaint follows a different agency’s process.
If there is still no response or meaningful status information, contact the CFPB through your account or by phone at (855) 411-CFPB (2372). Ask the representative to confirm:
- the date the complaint was sent to the company;
- whether the company reported an in-progress response;
- whether the CFPB referred the complaint to another agency; and
- where the latest message or response can be viewed in your portal account.
Have your complaint number, submission date, company name and a short chronology ready. The official materials describe these support channels, but they do not promise that a follow-up will force a particular company action or produce an immediate decision.
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Do not submit a duplicate complaint solely because the first one is quiet. A second filing can create confusion about which case contains your documents and does not create a guaranteed fast track. Use the existing case and ask CFPB support to clarify its status.
When a company response finally arrives
Read the complete response, including attachments and any explanation of account actions. Compare each paragraph with the specific issues you raised. A response can address one part of a complaint while leaving another part unanswered, so make a list of omissions, disputed facts and documents the company appears not to have considered.
The CFPB gives you 60 days to review the company’s response and provide feedback. Its consumer guidance states: “You’ll be able to review the company’s response and will have 60 days to provide feedback about the company’s response.” Use the feedback field in the portal, be factual and specific, and identify the exact point that remains unresolved. Keep copies of your submission and supporting correspondence.
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Feedback is not a formal appeal. The CFPB Ombudsman’s Office says in its FY2025 Annual Report: “There is no appeal process.” The same report explains that the CFPB does not offer an expedited complaint-response process. Feedback therefore gives the bureau your assessment of the company’s answer; it does not guarantee that the complaint will be reopened, investigated in a particular way or result in compensation.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If the CFPB referred your complaint
Follow the instructions in the referral notice and use the receiving agency’s contact method, account system and deadlines. Agencies handle different products and legal authorities, so the CFPB sources do not establish one universal downstream deadline. Keep the original CFPB complaint, the referral notice and every subsequent message together so you can show what was already submitted.
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If the referral notice is unclear, ask CFPB support which agency received the matter and how to contact it. Do not assume that the company-response timetable continues unchanged after a referral.
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Why a public database entry does not answer your status question
The CFPB publishes eligible complaints in its Consumer Complaint Database after a company responds or after 15 days, whichever comes first. Publication is a data-release rule, not a finding that your complaint was resolved. A record can appear while your private case still needs attention, and a missing record does not necessarily mean the CFPB lost your complaint.
The database also cautions that a low number of complaints about a company or product does not necessarily mean little or no consumer harm. Use the portal for your personal status and the database for public, aggregate information; do not treat one as a substitute for the other.
If another person filed the complaint for you
When a representative submits a complaint on a consumer’s behalf, privacy controls generally mean the consumer must sign in to the consumer’s own account to view the company’s response. The representative can call the CFPB for assistance, but may not be able to see private response details through the representative’s account. The CFPB explains this arrangement at Submitting a complaint on behalf of a consumer.
Keep separate legal deadlines in mind
The CFPB complaint timetable does not replace deadlines that may apply to the underlying dispute, such as a deadline to contest a transaction, preserve a legal claim or respond to a court or government notice. The applicable period depends on your facts, contract, product and jurisdiction. Continue meeting any separate deadline while the CFPB complaint is pending; do not assume that filing with the CFPB pauses another process.
A practical follow-up checklist
- Log in to the Consumer Portal and open the full message history.
- Use the CFPB email link if the portal appears to show an outdated page.
- Record when the complaint was sent to the company, not only when you submitted it.
- Check whether the company’s message is interim and marked in progress.
- Read any referral notice and follow the receiving agency’s instructions.
- After the applicable response period, contact the CFPB through the portal or at (855) 411-CFPB (2372).
- Keep the complaint number, status messages, company correspondence and relevant documents in one file.
- When a response arrives, review every issue and submit specific feedback within 60 days if needed.
- Do not mistake a public database entry for a personal resolution, and do not file a duplicate complaint just to restart the clock.
The most useful next move is usually a status check, not a second complaint: confirm who has the case, which clock applies and where the latest response is posted. Then use the CFPB’s support channel if the record still does not explain what happened.
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