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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.
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.
Managing Information Requests for Complaints
After entering a complaint, you have the option of creating an Information Request (IR) asking for the company to provide your agency with the documentation necessary to resolve the complaint.
Responding to a Company's Request to Send Back a Complaint IR
After sending Information Request responses, the company can request the agency to send back an Information Request in order to update the information in the response. When a company requests an IR to be sent back, you will receive an email notification.

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
  - 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.
    - Job Aid: Your First Complaint in SES
      This job aid guides agency complaints users through the creation and completion of their first consumer complaint in the State Examination System (SES).
    - Initiating a Complaint
      SES allows agencies to manage complaints. Initiating a complaint is the first step in entering a complaint into the system.
    - Canceling a Complaint
      In instances where a complaint was created in error or is no longer needed, an agency complaints user with the ability to manage complaints can cancel a complaint any time before a complaint is closed.
    - Completing Preliminary Review of a Complaint
      When entering a complaint, you have the option of sending it for preliminary review. This functionality is helpful for when a higher profile complaint is being entered and may require further review before it is formally entered into SES.
    - Updating a Complaint
      After entering a complaint, information received from the consumer or the subject may require an update to what was entered into the system when the complaint was first created.
    - Update the Related Entities on a Complaint
      The company subject to a consumer complaint may have other supervisory activities, complaints, individuals, companies, or registered agents that are related to the complaint.
    - Adding Research and Communication to a Complaint
      The Research and Communication page is used to capture all communications related to a complaint that took place outside of SES. It is also used to document work and research that was done (e.g., capturing original complaint information found on the CFPB portal).
    - Updating Research or Communication for a Complaint
      Complaint managers and supervisors can add research and communication to a consumer complaint. This can be done even after the complaint is closed.
    - Changing the Subject of a Complaint
      You can update the subject of a complaint to a different company, branch, individual, or non-NMLS entity.
    - Managing Information Requests for Complaints
      After entering a complaint, you have the option of creating an Information Request (IR) asking for the company to provide your agency with the documentation necessary to resolve the complaint.
      - Adding an Information Request to a Complaint
        After entering a complaint, you have the option of creating an information request asking for the company to provide your agency with the documentation necessary to resolve the complaint.
      - Sending an Information Request to the Company
        The agency point of contact for complaints or the complaint manager assigned to the complaint can send the information requests to the company.
      - Updating the Due Date for a Single IR
        SES allows you to update the due date for individual Information Request (IR) to grant an extension. You can also cancel an IR if it is no longer applicable. A notification is sent to the company for both of these actions.
      - Updating Due Dates for IRs in Bulk
        SES allows you to update the due date for Information Request (IR) in bulk to grant an extension.
      - Canceling Information Requests for a Complaint
        You can also cancel Information Request (IR) that are no longer applicable. A notification is sent to the company for this action.
      - Removing Information Requests
        You can remove any Information Request (IR) that are in the “Ready to Send” status.
      - Sending Reminders for Information Requests
        You can send a reminder to the company for any information requests that have not been responded to. This reminder sends a notification to the Subject POC for the company. If the complaint does not have a Subject POC assigned, then the Complaints Contact receives the email notification.
      - Responding to a Complaint IR Due Date Extension Request
        Companies can request an extension for the due dates of information requests (IRs). You can choose to accept or reject their requested due date. You also have the option of entering a new due date for the IR.
      - Responding to a Company's Request to Send Back a Complaint IR
        After sending Information Request responses, the company can request the agency to send back an Information Request in order to update the information in the response. When a company requests an IR to be sent back, you will receive an email notification.
    - Reviewing Information Request Responses for Complaints
      Once a company responds to your information requests (IRs), agency complaint users can begin reviewing IR responses. Complaints supervisors and complaints managers can review an IR response from companies and decide if the response is sufficient or requires further detail.
    - Entering Alleged Violations
      As part of working a complaint, you can enter any alleged violations you may have discovered.
    - Closing a Complaint
      After working a complaint, you can close it for several reasons. Typically, a complaint is closed once the complaint has been resolved (e.g., closed with explanation or monetary relief).
    - Appending Notes to a Closed Complaint
      You may find that you need to add notes to a closed complaint. For example, a consumer may reach back out with new information about a complaint.
    - Reopening a Complaint
      You can reopen a complaint that has been closed for up to one year. If a complaint has been closed for more than one year, you must initiate a new complaint.
    - More About SES and Consumer Complaints
      The Consumer Complaints component of the State Examination System (SES) allows you to manage complaints from a consumer against a company under your supervision. This topic answers some of the Frequently Asked Questions about the Consumer Complaints component.
- 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.

Responding to a Company's Request to Send Back a Complaint IR

After sending Information Request responses, the company can request the agency to send back an Information Request in order to update the information in the response. When a company requests an IR to be sent back, you will receive an email notification.

About this task

After the company has sent an IR response, and before the complaint is closed, the company can request that the agency return the IR for update. This request will trigger an email notification containing the company's reason for the request.

Email notification indicating the company has requested the agency to send back a Complaints Information Request for update.

You can view the IR response, and decide whether to send it back to the company.

Procedure

Click Manage Complaints.
Click Complaints in the top menu bar.
Click the Complaint ID hyperlink.
Click Information Requests.
Click the IR ID.
Optional: Click Remove Quick Look to revert the IR response to an unreviewed status.
Click Send Back to Company.
Select a Due Date.
Provide a Response explaining why the Information Request (IR) response is being sent back, uploading any necessary documents.
Click Send Back to Company.

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.