How do I file a complaint against a mortgage lender?

The short answer: Contact the lender first. If that doesn't fix it, submit a complaint online to the Consumer Financial Protection Bureau (CFPB), which accepts mortgage complaints and forwards them to the company for a response. The CFPB says most companies respond within 15 days, and submitting online usually takes less than 10 minutes.^[1]

Should I contact the lender first?

Yes, usually. The CFPB suggests reaching out to the company first, because companies can often answer questions specific to your situation.^[1]

What does the CFPB accept complaints about?

Mortgages are on the CFPB's list, along with credit cards, credit reports, debt collection, personal loans and other products.^[1]

What should I include?

The CFPB says you generally can't submit a second complaint about the same problem, so include everything the first time:^[1]

the key facts in your own words: the problem, the most important dates, amounts and communications;
supporting documents such as statements and letters (up to 50 pages);
the company's name (pick it from the list in the form, or give its full contact details);
your name, email, phone and address, so the company can respond.

Write down the lender's NMLS ID and your loan officer's NMLS ID; you can look both up on NMLS Consumer Access.^[2]

What happens after I submit?

The CFPB lists five steps:^[3] 1. Submitted: you get email updates and can check status. 2. Routed: it goes to the company, or to another agency better able to help. 3. Company response: generally within 15 days; sometimes the company says it is in progress and gives a final response within 60 days. 4. Published: the complaint is added to the public Consumer Complaint Database without information that directly identifies you. 5. Your review: you have 60 days to give feedback on the company's response.

Can I complain for someone else?

Yes, if you identify yourself and your relationship to them. Companies may require signed, written permission from the consumer.^[1]

Can I see complaints other people filed about a lender?

Yes. Search the CFPB Consumer Complaint Database.^[4]

Can I delete my information later?

No. The CFPB says it must keep complaint records under federal retention rules; it lists the current retention period as 25 years.^[1]

What if it's a scam?

The CFPB says to contact local police, your state attorney general, and the FTC (and adult protective services if the victim is an older person or a person with a disability).^[1]

This guide is general information, not legal advice. This site earns nothing today. See how we make money.

References

[1] CFPB, "Submit a complaint about a financial product or service" (page last modified Oct. 5, 2026). https://www.consumerfinance.gov/complaint/
[2] NMLS Consumer Access. https://www.nmlsconsumeraccess.org/
[3] CFPB, "Learn how the complaint process works" (page last modified Oct. 5, 2026). https://www.consumerfinance.gov/complaint/process/
[4] CFPB Consumer Complaint Database. https://www.consumerfinance.gov/data-research/consumer-complaints/search/