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Consumer Complaints
Recording and resolving consumer complaints against companies.
SES Consumer Complaints Resources for Agencies
Managing and processing consumer complaints in SES.
Managing Consumer Complaints
This section explains how to view and access complaints, make referrals, and assign an agency point of contact for complaints
SES Consumer Complaints Intake Form
The data collected on the State Examination System (SES) Consumer Complaint Intake Form was determined by the SES Consumer Complaints Working Group, made up of seventeen state agencies. The five sections of the form are represented below for your reference and consideration.
Documents
Documents associated with the complaint can be uploaded to SES, subject to certain restrictions.

Consumer Complaints
Recording and resolving consumer complaints against companies.
- SES Consumer Complaints Resources for Agencies
  Managing and processing consumer complaints in SES.
  - Managing Consumer Complaints
    This section explains how to view and access complaints, make referrals, and assign an agency point of contact for complaints
    - Complaints Referrals
      As part of working a complaint, you may realize that it needs to be referred to another agency (e.g., the consumer submitted the complaint to the wrong regulatory agency).
    - Requesting Access to a Complaint
      As an agency complaints user in SES, you have access to view basic information about complaints across all agencies. You can also request access to view the full details of another agency’s complaint.
    - Accepting or Rejecting Access to a Complaint from the Homepage Widget
      Other agencies can request to view the full details of a complaint owned by your agency. When your agency receives a request to view a complaint, all complaint supervisors at your agency will be notified via email.
    - Accepting or Rejecting Access to a Complaint Using the Access Request Report
      Other agencies can request to view the full details of a complaint owned by your agency. When your agency receives a request to view a complaint, all complaint supervisors at your agency will be notified via email.
    - Removing Agency Access from a Complaint Record
      After granting another agency access to view the details of a complaint, users assigned the Complaints Supervisor role can remove the access, at any time.
    - Removing Agency Access from the Access Request Report Page
      After granting another agency access to view the details of a complaint, users assigned the Complaints Supervisor role can remove the access, at any time.
    - Viewing Complaints on a Company’s Record
      There is a wealth of information available on each company record or company profile in SES. You can view a company record by performing a simple search.
    - Viewing All SES Consumer Complaints
      You can also see all consumer complaints that are managed using SES.
    - SES Consumer Complaints Intake Form
      The data collected on the State Examination System (SES) Consumer Complaint Intake Form was determined by the SES Consumer Complaints Working Group, made up of seventeen state agencies. The five sections of the form are represented below for your reference and consideration.
      - Subject Details
        The Subject Details of the Complaints Intake Form provides information about the company that is the subject of the complaint.
      - Complaint Details
        Complaint details provide specific information about the origination of the complaint, how it was reported to the agency, and the Business Type and Business Activity of the company that is the subject of the complaint.
      - Transaction Details
        You can record the details of a transaction that is the focus of a consumer complaint in the Transaction Details area of the Complaint Intake Form.
      - Complainant Details
        The Complainant Details section of a complaint is used by the agency complaint manager or complaint supervisor to record information about the person or entity who originated the complaint.
      - Documents
        Documents associated with the complaint can be uploaded to SES, subject to certain restrictions.
      - Complaint Categories
        Complaint categories describe the specific subject addressed by the complaint, such as identity theft, refunds, overdraft fees, credit reporting, etc.
  - Processing Consumer Complaints
    This section explains how-to initiate a complaint and conduct the investigation, including entering and reviewing the complaint, managing information requests, adding research and alleged violations, and closing the complaint.
- SES Consumer Complaints Resources for Companies
  Responding to consumer complaints related inquiries.
- SES Consumer Complaints Reports
  SES has several reports that allow you to view the status and work activity for consumer complaints.

Documents

Documents associated with the complaint can be uploaded to SES, subject to certain restrictions.

screen capture showing Example of Document Upload — Figure 1. Example of Document Upload

Please note the following restrictions with regard to file uploads in SES. It is recommended to use a ZIP folder or File Sharing Links when uploading large files or more than 25 files at a time.

File formats supported: SES will accept all file formats, but the following commonly supported file types are recommended: PDF, Word®, Excel®, CSV, ZIP
Max file size: 1 GB
For files larger than 1 GB^¹:
- Use ZIP compression to reduce file to less than 1 GB^¹
- Split the file into multiple smaller files
- Use File Sharing Links.
Max no. characters per file name: 200
Max no. files per upload: 25, for uploads larger than 25 total files:
1. Upload first 25.
2. Select the Save Draft option in Available Next Actions then click the Save Draft button.
  Note: You may need to refresh the screen to see that the files have uploaded to the system.
3. Return to the response screen to upload the next 25 files and repeat.
Total no. files: unlimited

¹ For documents uploaded to the Interactions tab, the maximum file size is 25 MB.

Need More Help?

Agency users, please visit the Secure Portal for phone and email contacts.
Company users should call the Call Center at 1-800-269-6189. Agency users should not call this number.