Here’s an example of how it could sound if a client brings up a financial issue indirectly. For
example, during a meeting you ask Aaliyah how her kids are doing, and she says:
Discussing difficulties or problems with financial products with
your clients
Many people have difficulty with credit or other financial services, but your clients may feel a
sense of shame or embarrassment because of their situation. When discussing what has
happened with your clients, be sure to explain in clear terms how to avoid a similar situation in
the future and how to get help from the CFPB and other federal, state, or local agencies if they
can’t resolve problems with the financial services provider. See Module 14: Protecting consumer
rights for information on submitting a complaint to the CFPB and other authorities.
Alternatively, you can submit a complaint on behalf of your client.
Submitting a complaint on behalf of another person
CFPB’s online complaint system allows you to submit a complaint on behalf of another person
but the forms and the way in which you submit may vary depending on the type of complaint. To
submit on behalf of someone else, go to the complaint area of the website. Fill out the first two
sections—“What happened?” and “Desired Resolution”—and then you will arrive at the “My
information” section. At the top of the “My information” section in some intake forms, you will