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ComplaintRate.com is the first public tool to normalize CFPB consumer complaint data per 1,000 estimated customers, making it possible to compare banks, credit card issuers, and mortgage servicers of any size on a level playing field. The dataset covers nearly 3 million banking and lending complaints filed since 2011, filtered from a CFPB database of nearly 14 million total records.
Synchrony Financial — which powers credit cards for Amazon, PayPal, Google, and Lowe's — generates 22 times more complaints per customer than Goldman Sachs.
Capital One generates 5 times more complaints per customer than JPMorgan Chase, despite similar product ranges.
Synchrony Financial's complaint rate of 9.01 per 1,000 customers is the highest of any major US financial institution.
Goldman Sachs has the lowest complaint rate at 0.40 per 1,000 customers among the institutions currently scored.
The dataset covers nearly 3 million banking and lending complaints filed with the CFPB since 2011, after filtering approximately 11 million credit reporting disputes from the full 14-million-record database.
Methodology
ComplaintRate normalizes raw CFPB complaint counts using FDIC deposit data as a proxy for customer base. The formula estimates customers as total deposits divided by $10,000, then calculates complaints per 1,000 estimated customers. This allows fair comparison between institutions of vastly different sizes.
A manually curated entity resolution table maps the many name variants that appear in CFPB data to canonical institution names, and links them to FDIC records. The data pipeline runs daily against the live CFPB complaint database.
The deposit-based denominator is a proxy, not a direct customer count. It is most accurate for deposit-heavy institutions and less precise for fee-based fintechs or wealth management firms. Full methodology details are available on the methodology page.
Data Sources
About ComplaintRate
ComplaintRate is an independent data product with no advertising relationships with the institutions it scores. Rankings are generated algorithmically from public data. No institution can pay to alter its score or ranking.
ComplaintRate is operated by No Sleep Studios Ltd, a UK-based data intelligence company.
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How to Cite
ComplaintRate is not affiliated with, endorsed by, or connected to the Consumer Financial Protection Bureau (CFPB), the Federal Deposit Insurance Corporation (FDIC), or any government agency. All data is sourced from publicly available databases.