---
annotations_creators:
- crowdsourced
language_creators:
- crowdsourced
language:
- en
license:
- cc0-1.0
multilinguality:
- monolingual
pretty_name: consumer-finance-complaints
size_categories:
- 1M<n<10M
source_datasets:
- original
task_categories:
- text-classification
task_ids:
- topic-classification
dataset_info:
  features:
  - name: Date Received
    dtype: timestamp[s]
  - name: Product
    dtype:
      class_label:
        names:
          0: Credit reporting, credit repair services, or other personal consumer
            reports
          1: Debt collection
          2: Mortgage
          3: Credit card or prepaid card
          4: Checking or savings account
          5: Credit reporting
          6: Student loan
          7: Money transfer, virtual currency, or money service
          8: Credit card
          9: Vehicle loan or lease
          10: Bank account or service
          11: Payday loan, title loan, or personal loan
          12: Consumer Loan
          13: Payday loan
          14: Money transfers
          15: Prepaid card
          16: Other financial service
          17: Virtual currency
  - name: Sub Product
    dtype:
      class_label:
        names:
          0: Credit reporting
          1: General-purpose credit card or charge card
          2: Checking account
          3: Other debt
          4: Second mortgage
          5: Conventional home mortgage
          6: I do not know
          7: Credit card debt
          8: Medical debt
          9: Federal student loan servicing
          10: FHA mortgage
          11: Conventional fixed mortgage
          12: Loan
          13: Other (i.e. phone, health club, etc.)
          14: Store credit card
          15: Installment loan
          16: Credit card
          17: Medical
          18: Mobile or digital wallet
          19: Private student loan
          20: Non-federal student loan
          21: Domestic (US) money transfer
          22: VA mortgage
          23: Vehicle loan
          24: Auto debt
          25: Payday loan
          26: Conventional adjustable mortgage (ARM)
          27: Other personal consumer report
          28: Payday loan debt
          29: Savings account
          30: Virtual currency
          31: Other bank product/service
          32: Other type of mortgage
          33: Other banking product or service
          34: Other mortgage
          35: International money transfer
          36: Lease
          37: General-purpose prepaid card
          38: Home equity loan or line of credit (HELOC)
          39: Government benefit card
          40: Mortgage debt
          41: Personal line of credit
          42: Home equity loan or line of credit
          43: Federal student loan debt
          44: Private student loan debt
          45: Credit repair services
          46: Title loan
          47: Auto
          48: Vehicle lease
          49: Mortgage
          50: Reverse mortgage
          51: General purpose card
          52: CD (Certificate of Deposit)
          53: Federal student loan
          54: Payroll card
          55: Debt settlement
          56: Check cashing service
          57: Traveler's check or cashier's check
          58: Gift card
          59: (CD) Certificate of deposit
          60: Money order
          61: Foreign currency exchange
          62: Refund anticipation check
          63: Gift or merchant card
          64: Cashing a check without an account
          65: ID prepaid card
          66: Mobile wallet
          67: Government benefit payment card
          68: Pawn loan
          69: Other special purpose card
          70: Check cashing
          71: Credit repair
          72: Traveler’s/Cashier’s checks
          73: Transit card
          74: Student prepaid card
          75: Electronic Benefit Transfer / EBT card
          76: ''
  - name: Issue
    dtype: string
  - name: Sub Issue
    dtype: string
  - name: Complaint Text
    dtype: string
  - name: Company Public Response
    dtype: string
  - name: Company
    dtype: string
  - name: State
    dtype: string
  - name: Zip Code
    dtype: string
  - name: Tags
    dtype:
      class_label:
        names:
          0: Servicemember
          1: Older American
          2: Older American, Servicemember
          3: ''
  - name: Consumer Consent Provided
    dtype: string
  - name: Submitted via
    dtype: string
  - name: Date Sent To Company
    dtype: string
  - name: Company Response To Consumer
    dtype: string
  - name: Timely Response
    dtype: string
  - name: Consumer Disputed
    dtype: string
  - name: Complaint ID
    dtype: string
  splits:
  - name: train
    num_bytes: 2044199142
    num_examples: 3079747
  download_size: 510689764
  dataset_size: 2044199142
---

# Dataset Card for Consumer Finance Complaints

## Table of Contents
- [Table of Contents](#table-of-contents)
- [Dataset Description](#dataset-description)
  - [Dataset Summary](#dataset-summary)
  - [Supported Tasks and Leaderboards](#supported-tasks-and-leaderboards)
  - [Languages](#languages)
- [Dataset Structure](#dataset-structure)
  - [Data Instances](#data-instances)
  - [Data Fields](#data-fields)
  - [Data Splits](#data-splits)
- [Dataset Creation](#dataset-creation)
  - [Curation Rationale](#curation-rationale)
  - [Source Data](#source-data)
  - [Annotations](#annotations)
  - [Personal and Sensitive Information](#personal-and-sensitive-information)
- [Considerations for Using the Data](#considerations-for-using-the-data)
  - [Social Impact of Dataset](#social-impact-of-dataset)
  - [Discussion of Biases](#discussion-of-biases)
  - [Other Known Limitations](#other-known-limitations)
- [Additional Information](#additional-information)
  - [Dataset Curators](#dataset-curators)
  - [Licensing Information](#licensing-information)
  - [Citation Information](#citation-information)
  - [Contributions](#contributions)

## Dataset Description

- **Homepage:** https://www.consumerfinance.gov/data-research/consumer-complaints/
- **Repository:**
https://github.com/cfpb/consumerfinance.gov
- **Paper:**
- **Leaderboard:**
- **Point of Contact:**

### Dataset Summary

This database is a collection of complaints about consumer financial products and services that we sent to companies for response.

The Consumer Complaint Database is a collection of complaints about consumer financial products and services that we sent to companies for response. Complaints are published after the company responds, confirming a commercial relationship with the consumer, or after 15 days, whichever comes first. Complaints referred to other regulators, such as complaints about depository institutions with less than $10 billion in assets, are not published in the Consumer Complaint Database. The database generally updates daily.

Complaints can give us insights into problems people are experiencing in the marketplace and help us regulate consumer financial products and services under existing federal consumer financial laws, enforce those laws judiciously, and educate and empower consumers to make informed financial decisions. We also report on complaint trends annually in Consumer Response’s Annual Report to Congress.

### Supported Tasks and Leaderboards

Text Classification Tasks

| Task      | Label Name | Description | SOTA |
| ----------- | ----------- |----------- | ----------- |
| Text Classification      | Product| Predict the related product of a complaint | N/A |

| Task      | Label Name | Description | SOTA |
| ----------- | ----------- |----------- | ----------- |
| Text Classification      | Sub-Product| Predict the related sub product of a complaint | N/A |

| Task      | Label Name | Description | SOTA |
| ----------- | ----------- |----------- | ----------- |
| Text Classification      | Tags | Predict whether a complaint has been made by someone elderly or a service person| N/A |

### Languages

English

## Dataset Structure

### Data Instances

This dataset is a point in time extract of the database, the database increases in size every day

An example of 'train' looks as follows.

```
{
 "Complaint ID": "4511031",
 "Product": "Credit reporting, credit repair services, or other personal consumer reports",
 "Sub Issue": "Credit inquiries on your report that you don't recognize",
 "Consumer Disputed": "N/A",
 "Sub Product": "Credit reporting",
 "State": "TX",
 "Tags": "Older American, Servicemember",
 "Company Public Response": "",
 "Zip Code": "75202",
 "Issue": "Improper use of your report",
 "Submitted via": "Web",
 "Company Response To Consumer": "Closed with explanation",
 "Complaint Text": "I am XXXX XXXX and I am submitting this complaint myself and there is no third party involved. Despite the multiple previous written requests, the unverified inquiries listed below still remain on my credit report in violation of Federal Law. The Equifax Credit Bureau failed to comply with Fair Credit Reporting Act, XXXX XXXX sections XXXX within the time set forth by law and continued reporting of erroneous information which now, given all my attempts to address it directly with the creditor, as willful negligence and non-compliance with federal statutes. PLEASE REMOVE THE FOLLOWING INQUIRIES COMPLETELY FROM MY CREDIT REPORT : XXXX CARD-Date of inquiry XX/XX/XXXX XXXX CARD-Date of inquiry XX/XX/XXXX",
 "Date Received": "07-02-2021",
 "Company": "EQUIFAX, INC.",
 "Consumer Consent Provided": "Consent not provided",
 "Timely Response": "Yes",
 "Date Sent To Company": "2021-07-02"
}
```

### Data Fields


| Field      | name | Description | Data Type |
| ----------- | ----------- |----------- | ----------- |
| Date received | The date the CFPB received the complaint       | date & time       |        |
| Product   | The type of product the consumer identified in the complaint        | plain text        | This field is a categorical variable.        |
| Sub-product   | The type of sub-product the consumer identified in the complaint        | plain text        | This field is a categorical variable. Not all Products have Sub-products.        |
| Issue   | The issue the consumer identified in the complaint        | plain text        | This field is a categorical variable. Possible values are dependent on Product.        |
| Sub-issue   | The sub-issue the consumer identified in the complaint        | plain text        | This field is a categorical variable. Possible values are dependent on product and issue. Not all Issues have corresponding Sub-issues.        |
| Consumer complaint narrative   | Consumer complaint narrative is the consumer-submitted description of "what happened" from the complaint. Consumers must opt-in to share their narrative. We will not publish the narrative unless the consumer consents, and consumers can opt-out at any time. The CFPB takes reasonable steps to scrub personal information from each complaint that could be used to identify the consumer.        | plain text        | Consumers' descriptions of what happened are included if consumers consent to publishing the description and after we take steps to remove personal information.        |
| Company public response   | The company's optional, public-facing response to a consumer's complaint. Companies can choose to select a response from a pre-set list of options that will be posted on the public database. For example, "Company believes complaint is the result of an isolated error."        | plain text        | Companies' public-facing responses to complaints are included if companies choose to publish one. Companies may select a public response from a set list of options as soon as they respond to the complaint, but no later than 180 days after the complaint was sent to the company for response.        |
| Company   | The complaint is about this company        | plain text        | This field is a categorical variable.        |
| State   | The state of the mailing address provided by the consumer        | plain text        | This field is a categorical variable.        |
| ZIP code   | The mailing ZIP code provided by the consumer        | plain text        | Mailing ZIP code provided by the consumer. This field may: i) include the first five digits of a ZIP code; ii) include the first three digits of a ZIP code (if the consumer consented to publication of their complaint narrative); or iii) be blank (if ZIP codes have been submitted with non-numeric values, if there are less than 20,000 people in a given ZIP code, or if the complaint has an address outside of the United States). For example, complaints where the submitter reports the age of the consumer as 62 years or older are tagged, ‘Older American.’ Complaints submitted by or on behalf of a servicemember or the spouse or dependent of a servicemember are tagged, ‘Servicemember.’ Servicemember includes anyone who is active duty, National Guard, or Reservist, as well as anyone who previously served and is a Veteran or retiree.       |
| Tags   | Data that supports easier searching and sorting of complaints submitted by or on behalf of consumers.        | plain text        |         |
| Consumer consent provided?   | Identifies whether the consumer opted in to publish their complaint narrative. We do not publish the narrative unless the consumer consents and consumers can opt-out at any time.        | plain text        | This field shows whether a consumer provided consent to publish their complaint narrative        |
| Submitted via   | How the complaint was submitted to the CFPB        | plain text        | This field is a categorical variable.        |
| Date sent to company   | The date the CFPB sent the complaint to the company        | date & time        |         |
| Company response to consumer   | This is how the company responded. For example, "Closed with explanation."        | plain text        | This field is a categorical variable.        |
| Timely response?   | Whether the company gave a timely response        | plain text        | yes/no        |
| Consumer disputed?   | Whether the consumer disputed the company’s response        | plain text        | YES/ NO/ N/A: The Bureau discontinued the consumer dispute option on April 24, 2017.        |
| Complaint ID   | The unique identification number for a complaint        | number        |         |


### Data Splits

This dataset only contains a TRAIN set - this can be further split into TRAIN, TEST and VALIDATE subsets with the datasets library

## Dataset Creation

### Curation Rationale

Open sourcing customer complaints

### Source Data

https://cfpb.github.io/api/ccdb/

#### Initial Data Collection and Normalization

This database is maintained by the Consumer Financial Protection Bureau

#### Who are the source language producers?

English

### Annotations

#### Annotation process

User submitted to the CFPB

#### Who are the annotators?

N/A

### Personal and Sensitive Information

All PII data has been anonymised

## Considerations for Using the Data

### Social Impact of Dataset

N/A

### Discussion of Biases

This database is not a statistical sample of consumers’ experiences in the marketplace. Complaints are not necessarily representative of all consumers’ experiences and complaints do not constitute “information” for purposes of the Information Quality Act .

Complaint volume should be considered in the context of company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers. We encourage you to pair complaint data with public and private data sets for additional context.

The Bureau publishes the consumer’s narrative description of his or her experience if the consumer opts to share it publicly and after the Bureau takes steps to remove personal information. We don’t verify all the allegations in complaint narratives. Unproven allegations in consumer narratives should be regarded as opinion, not fact. We do not adopt the views expressed and make no representation that consumers’ allegations are accurate, clear, complete, or unbiased in substance or presentation. Users should consider what conclusions may be fairly drawn from complaints alone.


### Other Known Limitations

N/A

## Additional Information

### Dataset Curators

https://cfpb.github.io/api/ccdb/

### Licensing Information

Creative Commons Zero v1.0 Universal

### Citation Information

N/A

### Contributions

Thanks to [@kayvane1](https://github.com/kayvane1) for adding this dataset and to the [Consumer Financial Protection Bureau](https://cfpb.github.io/) for publishing it.