Bureau Releases 2017 Ombudsman Report

December 6, 2017

On Wednesday, December 6, 2017, the CFPB Ombudsman’s Office published its annual report highlighting the office’s selection as one of four case studies in an Administrative Conference of the US study on the use of ombudsmen in federal agencies, how the Ombudsman’s Office can assist the Bureau, internal and external engagement, and examples of how the Office resolves issues. In the report, the Ombudsman listed out their strategic goals for the year which include:

  • Address individual and systemic process issues with the CFPB from consumers, financial entities, consumer or trade groups, or any other inquirer using existing and new, innovative ombudsman tools
  • Optimize resources to effectively assist the CFPB and the public
  • Connect to internal and external stakeholders in innovative ways that maximize opportunities for informally assisting in resolving process issues with the CFPB
  • Expand education about the Ombudsman’s Office and further our ongoing engagement with stakeholders through in reach and outreach initiatives
  • Optimize ways to convey feedback and perspectives via oral and written deliverables to internal and external stakeholders
  • Maintain expert level ombudsman skills and expand office knowledge base
  • Further demonstrate leadership in ombudsman practice and profession.