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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.
Initiating a Complaint
SES allows agencies to manage complaints. Initiating a complaint is the first step in entering a complaint into the system.
Entering a Complaint
After chapter/complaint/topics/c_agency_comp_SubjSrch-1.html or creating a Non-NMLS Entity entity, you can enter a complaint in SES.
Entering a Complaint for a Company, Branch, or Non-NMLS Entity
Company, branch, or Non-NMLS Entity Entity information is automatically populated in the Subject Details section and cannot be edited.

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.
      - Accessing Complaints
        To begin entering a complaint, it is recommended that you go to the Complaints application within SES.
      - Creating a Complaint from the Company Record
        You can create a complaint for a company from the company’s record page in SES.
      - Searching for the Subject of a Complaint
        After initiating a complaint, you must search for the company that is the subject of the complaint. There are two options when searching for a subject: entering the subject's Company SES ID if known, or following a guided search wizard.
      - Entering a Complaint
        After chapter/complaint/topics/c_agency_comp_SubjSrch-1.html or creating a Non-NMLS Entity entity, you can enter a complaint in SES.
        Entering a Complaint for a Company, Branch, or Non-NMLS Entity
        Company, branch, or Non-NMLS Entity Entity information is automatically populated in the Subject Details section and cannot be edited.
        Entering a Complaint for an Individual
        The individual’s Nationwide Multistate Licensing System & Registry (NMLS) ID is carried over from the previous search query and you must enter the individual’s name.
        What Happens After You Enter a Complaint
        After creating a complaint, SES assigns a unique identifier for each complaint, referred to as the Complaint ID.
    - 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.
    - 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.

Entering a Complaint for a Company, Branch, or Non-NMLS Entity

Company, branch, or Non-NMLS Entity Entity information is automatically populated in the Subject Details section and cannot be edited.

About this task

Note: Regardless of whether you are entering a complaint for a company, branch, or individual, the complaint is ultimately tied to the company’s record, unless it is a Non-NMLS Entity entity. The company is sent the information requests; individuals do not need to create an SES account.

Note: Non-NMLS entities are defined as unknown or unreachable entities that could be operating without a license. Non-NMLS entities are created by agency complaint users with the purpose of enabling tracking of these entities across agencies. Since they are unknown or unreachable, you cannot interact with them using SES, but complaints can be created on these entities to inform other agency users of their reported activity.

Procedure

Complete all required fields.
Note: You have the option of entering several optional data points as part of the complaint creation process.
- Related Supervisory Activities
- Related Complaints
- Related Companies
- Related Non-NMLS Entities
- Related Individuals
- Agent Location Documents
- Agent Locations
Select Bypass Preliminary Review.
Click Create Complaint.

Note: You also have the option to submit the complaint for preliminary review. See the Completing Preliminary Review of a Complaint article for more information. If you do not submit the complaint for preliminary review, you are assumed as the agency Point of Contact (POC) for the complaint.

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.