Where California consumers should complain
California is stepping up its consumer protection efforts as federal agencies back away from energetic enforcement. With former CFPB director Rohit Chopra at the helm of the new agency, the new agency is expected to tighten existing rules and enact new ones.
Choosing the right agency can speed up a complaint and make it more likely to reach investigators with authority over the company. Here are the California agencies that handle various types of complaints.
Banks, lenders and financial apps
Contact: California Department of Financial Protection and Innovation
DFPI accepts complaints involving:
- banks and credit unions;
- mortgage and consumer lenders;
- debt collectors;
- student-loan servicers;
- money-transfer companies;
- cryptocurrency businesses;
- fintech and payment apps;
- earned-wage access and buy now, pay later services; and
- potentially unfair, deceptive or abusive financial practices.
Consumers can submit a complaint online and track its progress. Assistance is available at 866-275-2677. DFPI says it may accept complaints involving unlawful financial practices even when the provider is not licensed by the department. (Cal DFI)
Real estate agents, brokers and developers
Contact: California Department of Real Estate
DRE investigates complaints involving licensed real estate brokers and salespeople, mortgage brokers under its jurisdiction, and some subdivision developers.
Complaints may involve misrepresentation, undisclosed conflicts, mishandled deposits, improper conduct or other possible violations of California real estate law.
Consumers can use DRE’s online enforcement complaint system or submit a written complaint. Its statewide consumer line is 877-373-4542. (California Department of Real Estate)
Contractors and home-improvement companies
Contact: Contractors State License Board
CSLB handles complaints involving licensed and unlicensed contractors, including disputes over:
- abandoned or unfinished work;
- poor workmanship;
- improper contracts;
- excessive deposits;
- unlicensed contracting; and
- violations of home-improvement rules.
Complaints can be filed online, by mail or by calling 800-321-CSLB — 800-321-2752. (Department of Consumer Affairs)
James R. Hood
Doctors, dentists and other licensed professionals
Contact: California Department of Consumer Affairs
DCA oversees dozens of professional boards and bureaus covering occupations such as physicians, dentists, pharmacists, accountants, architects, auto-repair dealers and many other licensed services.
Its online complaint system routes reports to the appropriate licensing board. Consumers who are uncertain which board has jurisdiction can call 800-952-5210. (Department of Consumer Affairs)
Movers, furniture repair and appliance repair
Contact: Bureau of Household Goods and Services
The bureau handles complaints involving household movers and certain businesses that repair appliances, electronics, furniture and related household products.
Its website offers license searches and an online complaint process. (Bureau of Household Goods and Services)
Insurance companies and agents
Contact: California Department of Insurance
File complaints involving auto, homeowners, renters, life and many other forms of insurance with the Department of Insurance.
Health-plan complaints may fall under a different regulator, particularly when the coverage is provided through a health maintenance organization or managed-care plan.
Problems that do not fit neatly elsewhere
Contact: California attorney general’s Public Inquiry Unit
The attorney general accepts reports about businesses and may use complaint patterns to identify conduct affecting large numbers of consumers.
The office generally does not act as a private attorney or resolve every individual dispute, but reports can support broader investigations and enforcement actions. Its complaint referral guide also directs consumers to specialized state and federal regulators. (California DOJ)
Before filing
Consumers should include:
- the company’s full name and contact information;
- dates and amounts paid;
- contracts, bills and receipts;
- advertisements or screenshots;
- emails, texts and account statements;
- the names of employees involved; and
- a clear description of the resolution requested.
Keep copies of everything submitted. If money was taken from a bank account or credit card without authorization, consumers should also dispute the transaction directly with the bank or card issuer rather than waiting for a regulator to investigate.
