BANK
HIGHER RATE THAN 75% OF SCORED PEERS
Complaint rate · per 1,000 est. customersscale 0–10
Median of 36 scored 0.52 · Lowest in dataset 0.09
A higher federal complaint rate per customer than 75% of scored peers.
Methodological confidence: HIGH · n=15,533 complaints over 14 years
Complaint rate
0.83
per 1,000 estimated customers
Resolved with relief
22%
received monetary or non-monetary relief
Daily volume
3.0
complaints per day · 2011–2026 average
1.6× the median of the 36 scored institutions; higher rate than 75.00% of scored institutions.
In the Evidence Pack
·Full issue & sub-issue breakdown, with counts
·24-month complaint-rate trajectory
·Hash-verified provenance on file
Where complaints concentrate · top 3 product categories
Checking & savings
0.33/1k
6,239
Mortgages
0.19/1k
3,604
Credit cards
0.06/1k
1,046
5 nearest rates in scored dataset
0.75/1k
0.76/1k
0.78/1k
0.83/1k
0.93/1k
Federal data sources
Independent analysis · not affiliated with any government agency
WHAT THIS MEANS FOR YOU
CITIZENS FINANCIAL GROUP, INC. performs slightly below the industry benchmark.
A rate of 0.83 per 1,000 estimated customers is above the threshold we consider low-risk (0.50). While not among the worst performers, there are better-rated alternatives available. Complaint rates are normalised across 15,533 total complaints and estimated customer counts, making comparisons fair across institutions of all sizes.
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Check the complaint categories below to see where this institution receives the most criticism, and compare against alternatives before committing.
FULL RECORD
Complaint Profile
Rate / 1,000 est. customers0.83/1k
Total complaints (2011–2026)15,533
Year-on-year trendStable
Timely response rate100.0%
Complaint rate normalised per 1,000 estimated customers.
Financial Health Indicators
Net charge-off rate-0.01%✓ healthy
Tier 1 capital ratio14.3%✓ adequate buffer
Loan loss reserve ratio1.62%
FDIC Call Report data · Q4 2025. NCO rate = loans written off as unrecoverable. Tier 1 = core capital buffer against losses (regulatory minimum ≈ 10%).
DFAST stress test (Fed)7.9% CET1 stressed
HMDA Mortgage Fair Lending · 2023
Mortgage denial rate23.4%
Mortgage denial rate detailNot reportedPer-race denial rates not currently reported pending independent verification of per-race application data.
Based on 22,026 mortgage applications · FFIEC HMDA 2023
Regulatory Enforcement Record
OCC (Office of the Comptroller)Federal ReserveCFPB (Consumer Financial)FinCEN (Anti-money laundering)FDIC (Federal Deposit Insurance)FTC (Federal Trade Commission)
No active or recent enforcement actions on file across the 6 tracked agencies. Each row links to that regulator’s source explainer.
Top Complaint Issues
The full issue and sub-issue breakdown for CITIZENS FINANCIAL GROUP, INC., with per-issue complaint counts, is included in the Evidence Pack.
Request the Evidence Pack →Methodological notes
Subject to annual DFAST stress testing by the Federal Reserve (applies to largest US banks)
Institution Status
No DNA profile signals computed for this institution.
Enforcement
Financial Health
Fair Lending
Computed Signals
Data from CFPB, OCC, Federal Reserve, FDIC, FinCEN, DOJ, FHFA, HUD, US Treasury, FFIEC and FTC public records. Complaint rates normalised per 1,000 estimated customers. Not financial advice. Methodology › · Privacy ›