Curbing Collections Complaints: Simple Fixes to Reduce Customer Dissatisfaction

Debt collection complaints accounted for 7% of more than 1.6 million customer complaints fielded by the CFPB in 2023. Over the years, many solutions were developed to curb collections complaints. But four simple actions are typically at the core of reducing complaints. See the detail in this blog on how each action can contribute to a reduction in complaints.

Customer-facing businesses regularly field complaints—it’s simply a part of day-to-day activities. The debt collection industry knows about complaints better than most. Just look at the Consumer Financial Protection Bureau’s (CFPB) annual complaint report from 2024.

The Bureau fielded more than 1.6 million customer complaints in 2023 – with over 7% relating to debt collections (the second most common complaint topic for that year). These complaints spanned almost all debt types with the 3rd largest (23%) were received related to credit card debt.