per-capita basis from consumers living in predominantly minority counties than from consumers in predominantly white, non-Hispanic counties. Consumers in counties with the highest percentage of minority population submitted complaints at over four times the rate compared to counties with the lowest percentage of minority population. “Consumer complaints support and inform the CFPB’s work, and provide key insight into emerging trends in the financial marketplace,” said CFPB Acting Director Dave Uejio. “Today’s report shows that while all people across the nation face financial hardships, a significantly higher rate of complaints come from ethnically diverse communities. The data raise concerns that deserve our further study and, as such, we’ll keep a spotlight on patterns or any abuses we see.” The bulletin provides county-level visualization of trends the CFPB identifies in per-capita submission of complaints. The bulletin analyzes complaints at the county level and describes the CFPB’s ongoing work to better understand the communities that submit complaints and how their problems vary. Among other key findings in this bulletin:

- • From 2019 to 2020, consumer complaints increased across all demographic groups. Complaints increased at a greater rate in predominantly minority counties compared to predominantly white, non- Hispanic counties.
- • Consumers living in predominantly minority counties submitted more complaints on a per capita basis in nearly every one of the 11 product categories about which the Bureau accepts complaints.
- • Credit or consumer reporting appears to cause significantly more issues for consumers in predominantly minority counties.

The CFPB will soon expand demographic collection to include household size and income. As part of this work, the CFPB will enhance its complaint form to give consumers the option to provide household size and household income when submitting a complaint. The CFPB will also begin exploring what additional information it may need to help better understand the experiences of diverse communities that submit complaints.

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Comment: The CFPB had previously published its Consumer Response Annual Report for 2020, providing a review of the Bureau’s complaint process and a description of complaints received from consumers in all 50 states and the District of Columbia between January 1 and December 31, 2020. Compliance Management Systems must include a robust complaint procedure. Remember, too, that consumers may file complaints with other federal regulatory ombudsmen as well as the appropriate state regulator. Be prepared to respond effectively. Report complaint data to the board of directors regularly.

##### CFPB Delays Mandatory Compliance Date for General Qualified Mortgage Final Rule (04.27.2021)

WASHINGTON, D.C. – The Consumer Financial Protection Bureau (CFPB) formally delayed the mandatory compliance date of the General Qualified Mortgage (QM) final rule from July 1, 2021 to October 1, 2022. The CFPB is taking this action to help ensure access to responsible, affordable mortgage credit, and preserve flexibility for consumers affected by the COVID-19 pandemic and its economic effects. “So many consumers have been hit hard by the pandemic and the economic downturn, and we want to ensure that responsible, affordable mortgages remain available,” said CFPB Acting Director Dave Uejio. “As the

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