Consumer Complaint Management.
Go Beyond the Response.
Consumer complaint management across every source, CFPB portal, state attorneys general, OCC, FDIC, BBB, social media, and direct-to-consumer. Built for the regulatory windows, evidentiary standards, and trend reporting financial-services complaints require.
Manage Complaints From Every Source
Consumer complaints arrive from a dozen channels and answer to a dozen different rulebooks. NeuAnalytics handles intake, response, and trend analysis for all of them in a single system.
One Record for Every Complaint Source
Your collection vendors and creditor teams enter complaints into a single system of record, whatever the source: the CFPB consumer complaint portal, state attorney general filings, OCC and FDIC inquiries, BBB cases, social media escalations, internal escalations, and direct consumer contact. Each complaint is severity-scored and routed automatically to the right specialist.
- Vendor and creditor complaint entry
- Source recorded for every complaint
- Severity scoring
- Automated specialist routing
SLA Tracking Against Regulatory Windows
Every complaint follows the response clock the originating regulator requires, 15 calendar days for CFPB, statute-specific windows for state regulators, BBB-specific timelines, and your internal commitment deadlines. SLA alerts, escalations, and operations dashboards ensure no response is late.
- CFPB 15-calendar-day tracking
- State regulator deadline tracking
- Internal SLA configurability
- Automated escalation paths
Root-Cause & Trend Analytics
Move from reactive complaint handling to proactive root-cause work. Pattern recognition across complaint volume identifies the products, processes, vendors, and customer segments driving complaint growth, feeding directly into operational and compliance corrective action plans.
- Root-cause pattern recognition
- Product & channel trend reporting
- Vendor-level complaint scorecards
- Corrective action plan tracking
From Intake to Insight
A defensible response on every complaint, and a clearer view of what's driving them.
Complaint Intake
Vendors and creditor teams enter each complaint into one system of record, tagged with its source and severity-scored.
Investigation & Response
Routed to the right specialist with full account context. Response drafted, reviewed, and delivered through compliant channels within the regulatory window.
Documentation & Archiving
Full case file, communications, and final response retained under policy for regulatory examination.
Trend & Root-Cause Analysis
Aggregate data feeds root-cause analytics, corrective action plans, and executive reporting.
Complaint Management, End to End
From CFPB portal intake to root-cause analysis, see how every complaint becomes both a defensible response and forward-looking intelligence.
The complaint analyst's workspace.
Every complaint analyst starts here, a personalized view of their assigned complaints by regulator, severity, and time-to-deadline. Channel of origin, account context, and prior-complaint history surfaced for every case in one screen.
Every complaint, archived and discoverable.
Final responses, evidence, recorded calls, and complaint correspondence retained under regulator-specific policies. Distributable via SFTP to examiners, API to upstream regulators, or direct GUI pull for legal and compliance review.
From complaints to corrective action.
Root-cause analytics, product- and channel-level trend reporting, vendor complaint scorecards, and SLA performance dashboards, generated continuously and audit-ready for the next regulatory exam.
Other Case Types
All case types live in the same workflow engine. See how NeuAnalytics handles every category your operation works.
More on Consumer Complaints
How leading creditors intake, respond to, and learn from CFPB and consumer complaints at enterprise scale.
Managing Your CFPB Complaints
A practical guide to managing CFPB complaint inventory, intake, response, and trend analysis.
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Minimizing Complaints in Third-Party Collections
How to reduce consumer complaints across your collection vendor network.
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Implementing a CFPB Compliance Management System
Building a CFPB-grade compliance management system across complaints, disputes, and case handling.
Read article →Consumer Complaint Management, CFPB, OCC & BBB: Common Questions
What is CFPB complaint management?
CFPB complaint management is the process of intaking, investigating, and responding to consumer complaints filed through the Consumer Financial Protection Bureau's complaint portal, within the 15-calendar-day initial response window and 60-calendar-day final response window. NeuAnalytics provides the case record, SLA tracking against both windows, and audit-ready documentation.
What is the difference between a CFPB complaint and a state regulator complaint?
CFPB complaints come through the CFPB consumer portal and follow CFPB-specific timelines. State regulator complaints come through state attorneys general or financial services regulators, each with their own statute-specific response windows. NeuAnalytics holds complaints from every regulator source in one record, with the right clock applied to each.
How long do creditors have to respond to a CFPB complaint?
Creditors have 15 calendar days to send an initial response acknowledging the complaint and indicating expected resolution timing, then up to 60 calendar days total to send a final response where the initial response is not final. NeuAnalytics tracks both windows automatically with escalations as deadlines approach.