CFPB Consumer Complaint Profile
Citizens Financial Group, Inc.
Consumers have filed 17,118 complaints with the CFPB against this company, a record that maps out how disputes over credit, billing and collections tend to unfold.
Data updated 2026-08-14
- 17,118
- Total complaints
- Among the highest
- 1,948
- Last 12 months
- 100%
- Timely response
- Top decile
- 54
- States affected
The verdict
Citizens Financial Group, Inc. ranks #42 of 3,843 financial companies by CFPB complaint volume, with 17,118 complaints on record. Its on-time response rate is 100%, the 86th percentile among companies with 100+ complaints.
- #42
- of 3,843 companies by volume
- 100%
- on time (86th pctile)
- Checking or savings …
- most-complained product
- 54
- states with complaints
Based on this company's own CFPB response record -- timely response, dispute rate, and relief rate, each benchmarked against every tracked company with 10+ complaints. Not a measure of product quality, pricing, or company size.
Citizens Financial Group, Inc. vs. all companies by on-time response rate
Every company with 100+ CFPB complaints on file (1,335 total)
100% Top 14% higher than 86% of 1,335 companies
companies with 100+ CFPB complaints, bucketed by value
Each bar is a band; taller bars hold more companies. The dashed line + filled bar mark this entry. Hover or tap any bar for its full count and share, and where it sits relative to this entry.
Source Consumer Financial Protection Bureau, Consumer Complaint Database · 2026-08-14
What changed
CFPB Consumer Complaint Database 2024 to 2025 complete years
- Annual CFPB complaint volume moved from 1,973 in 2024 to 2,016 in 2025 (2024 → 2025).
Percent of CFPB complaints answered within the regulator's expected window. Industry benchmark sits at 95%.
Reading this profile
Complaints by Product
Top Issues
Complaints by Year
| Year | Complaints |
|---|---|
| 2011 | 16 |
| 2012 | 799 |
| 2013 | 644 |
| 2014 | 687 |
| 2015 | 754 |
| 2016 | 864 |
| 2017 | 861 |
| 2018 | 956 |
| 2019 | 1,018 |
| 2020 | 905 |
| 2021 | 1,336 |
| 2022 | 1,826 |
| 2023 | 2,031 |
| 2024 | 1,973 |
| 2025 | 2,016 |
| 2026year in progress | 432 |
Complaints by State (Top 15)
Company Responses
Citizens Financial Group, Inc. Complaint Concentration Profile
Citizens Financial Group, Inc. is a high-volume CFPB cohort (17,118 complaints) - enough filings to measure how concentrated the product and issue mix is, not just the headline totals. Across 95 named product lines in the stored breakdown, the leading three (Checking or savings account, Bank account or service, Mortgage) hold a 45.5% share of product-tagged complaints. The Herfindahl index on that product mix is 0.108 (1.0 = a single product owns every tagged complaint; lower = a broader book).
On the issue side, 15 named issues appear in the top list; the leading three (Managing an account, Trouble during payment process, Incorrect information on your report) cover a 46.3% share of those mentions. That multi-issue footprint is the profile thin-volume companies cannot show - their pages stop at a short bar list because the sample cannot support a concentration read.
Geography tells a similar story: the top three states (Pennsylvania, New York, Massachusetts) hold a 45.4% share of state-tagged volume across 54 jurisdictions on file. A concentrated state trio can hint at regional servicing stress; a flatter map usually tracks a nationwide book.
Among coded company responses, "Closed with explanation" leads at a 80.1% share among the 17,118 response-tagged complaints (13,705 filings). Read that mix next to the timely-response and relief rates above - both describe process outcomes, not a finding of wrongdoing.
Peak filing year was 2023 (2,031 complaints); the lightest year on file was 2011 (16). From 2024 to 2025, annual volume rose 2.2% (1,973 → 2,016). Year-to-year swings at this volume usually track product launches, servicing changes, and consumer awareness more than a single-event spike.
What the CFPB Complaint Record Shows for Citizens Financial Group, Inc.
Citizens Financial Group, Inc. carries 17,118 complaints in the CFPB's database, 1,948 of them filed within the past 12 months. Consumers spanning 54 states and territories have weighed in, giving this a nationwide footprint. No product draws more complaints than "Checking or savings account," which sits at the top of the product breakdown. The specific issue named most within that category is "Managing an account," a reasonable starting point for understanding recurring friction.
Within the Bureau's 15-day response window, Citizens Financial Group, Inc. posts a 100% reply rate on forwarded complaints. That figure is at or above the industry benchmark and suggests the company's intake and escalation processes are functioning as designed. Consumers formally disputed the company's response at a 17.9% rate among resolved cases, a signal of how often the initial resolution failed to satisfy the complainant. Resolved complaints closed with monetary or non-monetary relief for the consumer at a 19.7% rate.
How to read complaint counts
Complaint counts alone do not tell the full story: larger institutions with more customers will naturally generate more complaints in absolute terms. The more informative signals are the direction of the yearly trend shown above, the state-level concentration, and the ratio of monetary-relief closures to closed-without-relief outcomes. Together, these fields provide context for reading the published CFPB record; they do not establish wrongdoing or resolve an individual dispute.
Educational data summary, not financial or legal advice. Individual complaint outcomes vary. Consumers should consult a qualified attorney or financial advisor for guidance on a specific dispute.
Frequently Asked Questions
How many CFPB complaints does Citizens Financial Group, Inc. have?
The CFPB has logged 17,118 complaints against Citizens Financial Group, Inc. to date, of which 1,948 came in over the last 12 months.
Does Citizens Financial Group, Inc. respond to complaints on time?
Citizens Financial Group, Inc. has a 100% timely response rate to CFPB complaints. That puts it among the more responsive companies in the CFPB dataset.
What product generates the most complaints for Citizens Financial Group, Inc.?
Among all products tied to Citizens Financial Group, Inc., "Checking or savings account" accounts for the largest share of complaints (full breakdown above).
What is the most common complaint issue with Citizens Financial Group, Inc.?
Consumers most often cite "Managing an account" when complaining about Citizens Financial Group, Inc.; the full issue list with counts is above.
How do I file a complaint against Citizens Financial Group, Inc.?
You can file a complaint against Citizens Financial Group, Inc. directly with the CFPB at consumerfinance.gov/complaint. The CFPB will forward your complaint to the company and work to get you a response, typically within 15 days.
In how many states have consumers complained about Citizens Financial Group, Inc.?
Consumers in 54 states and territories have filed complaints about Citizens Financial Group, Inc. with the CFPB. This count includes the 50 states, DC, Puerto Rico, and smaller CFPB-tracked jurisdictions such as Guam, the U.S. Virgin Islands, and military postal codes (APO/FPO), which is why it can exceed the 52 states and territories that have a dedicated state page on this site.
Nationwide companies with similar complaint volume or dispute rates
Two CFPB peer sets for Citizens Financial Group, Inc.: nearest financial companies by total complaint volume and by the share of complaints consumers mark as disputed. These are cross-firm neighborhoods, not the product-category list below.
Similar complaint volume
Nearest companies by total CFPB complaint count (17,118 here).
Similar dispute rates
Nearest companies by share of complaints marked disputed (17.9% here).
Also handles Checking or savings account
Other companies with the same primary CFPB product category on file.
Source: CFPB Consumer Complaint Database Data through March 2026
Read our methodology - how this data is sourced, computed, and verified.