CFPB Office of the Ombudsman Issues Annual Report

The Consumer Financial Protection Bureau ("CFPB") Ombudsman's Office published its fifth Annual Report to the Director. The Report, titled Advocating for Fair Process in Consumer Financial Protection, reviewed CFPB Ombudsman Office initiatives undertaken in 2016. The report highlighted the following:

• Ex Parte Communications. The Ombudsman Office recommended that the CFPB standardize the agency’s process for memorializing ex parte communications regarding proposed rules, particularly as the CFPB anticipated an active proposed rulemaking schedule in 2016. The CFPB is updating and standardizing the internal process and accompanying process map for CFPB staff receiving ex parte communications.
• Public Consumer Complaint Database. The Office of Consumer Response plans updates on the specificity of options available to a consumer to identify issues with their company when submitting consumer complaints. The Office will then improve the data available for analysis in the public Consumer Complaint Database.
• Field Hearings. The Office undertook a systemic review of information-sharing on activities, events, and services by the Ombudsman. The CFPB concluded that: (i) the Office of Ombudsman follows the generally accepted federal agency best practice of a 14-day advance notice for field hearings and public events; and (ii) various logistical issues, including city selection and the time required to procure event space, present challenges to providing lead time greater than the 14-day window.

The report outlined the following objectives for FY2017:

• expanding the Ombudsman Forum program;
• piloting a new initiative, entitled "Ombudsman Interactives," consisting of sessions of facilitated discussions to be held onsite for attendees at consumer, trade and other group conferences;
• completing the implementation of its existing strategic plan goals; and
• standardizing the message of serving as a resource, developing the next phase of inreach and outreach, optimizing deliverables with new techniques and technologies, and expanding the knowledge base to provide assistance to those contacting the Office.