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Bureau Efforts to Share Consumer Complaint Data Internally Are Generally Effective; Improvements Can Be Made to Enhance Training and Strengthen Access Approval

Consumers have submitted over 1.7 million complaints about financial products and services with the Bureau since 2011. The agency shares complaint data internally to inform its work. The Bureau has developed tools to help staff search, summarize, and visualize the data. We evaluated the effectiveness of the Bureau's efforts to internally share complaint data, which can contain sensitive consumer information

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