The Consumer Financial Protection Bureau ("CFPB") Ombudsman published an Annual Report titled Advocating for Fair Process in Consumer Financial Protection. The report detailed CFPB Ombudsman initiatives undertaken in 2017 and highlighted:
- implementation of recommendations on documenting ex parte communications regarding proposed rules. This included standardizing the process for requesting such communications and instituting a defined time frame for responding to requests.
- implementation of recommendations on improving the categorization options for the consumer complaint database.
- making CFPB print materials more accessible for different groups of people, including adding language instructing interested parties on how to request educational materials in large print and Braille;
The Ombudsman outlined the following strategic goals for the next two years:
- Address process issues that consumers, financial entities and trade groups have with the CFPB.
- Optimize resources to effectively assist the CFPB and the public.
- Connect to internal and external stakeholders in innovative ways that maximize opportunities for assisting in resolving process issues.
- Expand educational efforts and engagement with stakeholders.
- Optimize ways to convey feedback to stakeholders.
- Maintain expert level skills and expand office knowledge base.
- Further demonstrate leadership in ombudsman practice and profession.
To achieve these goals, the Ombudsman plans to continue to utilize and develop (i) the Ombudsman Forum program, (ii) Interactives pilot programs and (ii) a teleconference series.
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