It shouldn’t be much of a surprise that 80 percent of the contact the CFPB’s Ombudsman Office received during its first year of operation was from consumers. However, the office’s first fiscal year report suggests that, for all its traditional and nontraditional outreach to consumers, such as the bureau’s social media efforts, much work remains to be done to give consumers a clear understanding of how to navigate the agency’s consumer complaint process. According to the ombudsman’s report...