Handling Casework Involving Private Companies
BY ANNE MEEKER
Introduction
Constituent requests for help with issues involving private companies can be one of the biggest grey areas for casework — but the good news is that there is a full menu of agencies at both the federal and state levels that do have direct regulatory and oversight jurisdiction over many of the most common industries for consumer complaints. These agencies can be invaluable resources for constituents reporting fraud, malfeasance, unfair business practices, safety concerns, and other issues.
This manual provides Congressional caseworkers with a directory of government entities that handle consumer protection complaints. Each entry includes the types of complaints handled and instructions for how constituents can file complaints. Additional information is always available at usa.gov/complaints.
General Tips
Multiple agencies may handle similar issues — choose the most specific one, or consider calling an agency liaison to ensure that they handle the specific type of complaint before making a referral.
Always provide constituents with direct contact information when possible, and encourage them to follow up with you if they run into problems with their inquiry (e.g. conflicting information, excessive delays, etc.)
Keep in mind that the same Ethics rules you use to work with Federal agencies still apply: offices may not exert improper pressure on private companies to act in specific ways, or provide constituents with legal advice.
Encourage constituents to submit complete, detailed complaints as soon as possible after an incident, including records of communications with companies; notes on dates, times, and names of representatives; and receipts, contracts, and other relevant documentation.
Quick Reference Guide
| Issue Type | Primary Agency | Backup Option |
|---|---|---|
| Banking/Credit | CFPB | State Banking Dept. |
| Scams/Fraud | State Attorney General | Internet Crime Complaint Center |
| Airlines | DOT | State Attorney General |
| Phone/Internet | FCC | State PUC |
| Food Safety | FDA/USDA | State Health Dept. |
| Product Safety | CPSC | State Attorney General |
| Moving Companies | State Attorney General | FMCSA |
| Car Safety | NHTSA | State Attorney General |
| Investments | SEC | State Securities Dept. |
| Housing Discrimination | HUD | State Attorney General |
| Insurance | State Insurance Commissioner | State Attorney General |
| Utilities | State PUC | State Attorney General |
Federal Agencies
Agency contact information and jurisdictions may change — verify on agency websites before sending to constituents.
Consumer Financial Protection Bureau (CFPB)
Handles: Banks, credit unions, mortgage companies, debt collectors, credit reporting agencies, payday lenders, credit cards, student loans, auto loans, and other financial services
How to File Complaints:
Online: consumerfinance.gov/complaint
Phone: 1-855-411-2372
NB, July 2025: given the ongoing legal battles over the future of the CFPB, Congressional inquiries may be handled slowly. Encourage constituents to submit their complaints directly through the CFPB’s complaint portal, rather than through you and the CFPB’s Congressional liaison team, and they will be automatically referred to any company already in CFPB’s database.
Federal Trade Commission (FTC)
Handles: The FTC accepts law enforcement tips on scams, identity theft, unfair business practices, false advertising, privacy violations, technology platform complaints, and retail/service complaints not covered by specialized agencies. Please note that they do not do individual case assistance, but can still be a resource for constituents wishing to report unlawful behavior.
How to File Complaints:
Online: reportfraud.ftc.gov
Phone: 1-877-382-4357
Identity theft: identitytheft.gov
Do Not Call Registry: donotcall.gov
Department of Transportation (DOT)
Handles: Airlines, including flight delays, cancellations, baggage issues, refunds, accessibility, overbooking, discrimination
How to File Complaints:
Online: transportation.gov/airconsumer/file-consumer-complaint
Phone: 1-855-368-4200
Federal Communications Commission (FCC)
Handles: Phone services, internet providers, cable/satellite TV, robocalls, billing disputes, accessibility issues with communications services, wireless services
How to File Complaints:
Online: consumercomplaints.fcc.gov
Phone: 1-888-CALL-FCC (1-888-225-5322)
Food and Drug Administration (FDA)
Handles: Food safety, dietary supplements, cosmetics, medical devices, prescription drugs, tobacco products
How to File Complaints:
Phone: 1-888-INFO-FDA (1-888-463-6332)
Consumer Product Safety Commission (CPSC)
Handles: Product recalls and safety issues with consumer products (excluding cars, food, drugs, boats, and some other specialized categories)
How to File Complaints:
Online: saferproducts.gov
Phone: 1-800-638-2772
Email: clearinghouse@cpsc.gov
Department of Agriculture (USDA)
Handles: Meat, poultry, and egg products safety; food labeling; some complaints about grocery stores and food retailers
How to File Complaints:
Online: fsis.usda.gov/food-safety/recalls-public-health-alerts/report-a-problem-food
Meat and Poultry Hotline: 1-888-674-6854
Federal Motor Carrier Safety Administration (FMCSA)
Handles: Moving companies and interstate trucking services
How to File Complaints:
Online: nccdb.fmcsa.dot.gov
Phone: 1-888-DOT-SAFT (1-888-368-7238)
National Highway Traffic Safety Administration (NHTSA)
Handles: Vehicle safety defects, recalls, and automotive equipment
How to File Complaints:
Phone: 1-888-327-4236
Securities and Exchange Commission (SEC)
Handles: Investment advisors, brokers, securities fraud, and investment-related complaints
How to File Complaints:
Online: sec.gov/submit-tip-or-complaint
Phone: 1-800-732-0330
Commodity Futures Trading Commission (CFTC)
Handles: Futures and options trading, forex, and some cryptocurrency issues
How to File Complaints:
Online: cftc.gov/complaint
Phone: 1-866-FON-CFTC (1-866-366-2382)
Department of Housing and Urban Development (HUD)
Handles: Housing discrimination, fair lending practices, and housing-related civil rights issues
How to File Complaints:
Online: hud.gov/contactus#ReportIssue
Phone: 1-800-225-5342
Federal Energy Regulatory Commission (FERC)
Handles: Interstate energy transmission and wholesale energy markets
How to File Complaints:
Online: ferc.gov/complaints
Phone: 1-866-208-3372
State-Level Entities
State Attorneys General
Handles: Broad consumer protection authority, often handle complaints that don't fit federal categories. Most state Attorneys General have specialized teams to perform 1:1 casework.
How to File Complaints:
Contact your state's Attorney General office
Most states have online complaint forms
Find your state AG: naag.org/find-my-ag
State Insurance Commissioners
Handles: Insurance-related complaints of all types (auto, health, life, property, etc.)
How to File Complaints:
Contact your state's Insurance Commissioner
Most states have online complaint systems
Find your state: naic.org (Scroll down on the main page, there will be a search bar)
State Public Utilities Commissions
Handles: Local utilities, some telecommunications, and energy services
How to File Complaints:
Contact your state's Public Utilities Commission
Most states have online complaint forms
Find your state: naruc.org/about-naruc/our-mission/regulatory-commissions
State Banking Departments
Handles: State-chartered banks and some financial services
How to File Complaints:
Contact your state's Banking Department
Most states have online complaint systems
Find your state: csbs.org/contact-your-state-bank-agency
State Real Estate Commissions
Handles: Real estate agents and brokers
How to File Complaints:
Contact your state's Real Estate Commission
Most states have online complaint forms
Find your state: arello.org/resources/regulatory-agencies
Department of Veteran Affairs
Handles: Complaints regarding banking industry related to VA backed home loans
How to File Complaints:
Contact VA Loan Guaranty Service: benefits.va.gov/HOMELOANS/contact.asp
Email: lyg.vbaatg@VA.gov
