Financial Consumer Grievances Database

A structured collection of 14,000 complaints filed by customers regarding financial products and services. This resource is designed to support the analysis of consumer grievances, evaluate company responses, and measure resolution efficiency. It is invaluable for identifying patterns in customer complaints, tracking specific dispute trends, monitoring resolution times, and assessing company performance across various financial institutions. The data is crucial for ensuring compliance and optimizing customer satisfaction.

ID (int) – A unique identifier assigned to each complaint. Company (object) – The name of the company that received the grievance. Product (object) – The type of financial product the complaint concerns, such as Mortgage or Credit card. Issue (object) – The specific problem related to the complaint, for instance, Loan servicing or Billing issues. State (object) – The U.S. state where the complaint was filed. Submitted via (object) – The channel used to submit the complaint (e.g., Web, Email). Date received (object) – The date the complaint was logged. Date resolved (object) – The date the complaint was formally concluded. Timely response? (object) – Indicates whether the company responded within the required timeframe (Yes/No). Consumer disputed? (object) – Indicates whether the customer challenged the company’s response (Yes/No). State name (object) – The full name of the U.S. state corresponding to the "State" field. Date received.1 (object) – A duplicate of the Date received column. Date resolved.1 (object) – A duplicate of the Date resolved column. Resolution time (in days) (int) – The time, measured in days, taken for the complaint to be resolved. Year (int) – The year in which the complaint was submitted. QTR (US FLY) (object) – The quarter of the year when the complaint was submitted (e.g., Q1, Q2).

This structured dataset contains 14,000 records, generally provided in a CSV file format. The file size is approximately 2.14 MB. The data spans from January 2013 to December 2016. The time taken to resolve complaints is typically very short, with the mean resolution time calculated at 2.01 days. Geographically, complaints are logged across 59 unique regions, with California being the most frequent source.

This information can be used for deep analysis, including Classification, Data Visualization, and Exploratory Data Analysis. It is vital for identifying areas for operational improvement within financial services. The data enables users to benchmark resolution efficiency and detect prevalent issues, such as those related to Mortgage or Debt collection products. It serves as a resource for businesses aiming to optimise their complaint resolution processes.

The data covers consumer complaints spanning four years, from 2013 through 2016. It includes complaints related to a variety of financial products and services. While the data includes locations across the U.S., California and Florida account for the highest percentages of recorded complaints. A significant majority of submissions, 75%, were received via the Web.

CC0: Public Domain.

Financial analysts: To conduct market research and assess the performance metrics of financial institutions. Data scientists: For developing machine learning models related to complaint resolution and dispute prediction. Regulatory bodies: To monitor industry compliance, especially regarding the timeliness of company responses. Businesses: Organisations seeking to improve internal processes, enhance customer satisfaction, and reduce dispute rates.

Original Data Source: Financial Consumer Grievances Database