Citizens — Consumer Response Profile

The Consumer Financial Protection Bureau (CFPB) tracks how financial companies respond to consumer inquiries. This profile shows Citizens's responsiveness and resolution track record.

• Resolution Rate — How often the company resolves consumer inquiries with a satisfactory outcome (monetary or non-monetary relief).
• Timely Response Rate — How consistently the company responds within the required 15-day window — a sign of operational responsiveness.
• Services Used — Which product categories consumers interact with most frequently.
• Feedback Categories — The types of inquiries consumers submit most often.

Higher resolution and timely response rates indicate strong consumer service operations. Volume of interactions is not a quality indicator — larger, more established companies naturally handle more consumer inquiries.