The Ombudsman explains: "At the Ombudsman’s Office, we are an independent, impartial, and confidential resource that assists consumers, financial entities, consumer or trade groups, and others in informally resolving process issues with the Bureau. In short, we advocate for fair process in consumer financial protection. As in previous years, our annual report outlines our work process and summarizes our activities from fiscal year 2018. … We provide examples of our work throughout the report and highlight the various ways we assist in our Demonstrating the Ombudsman in Practice section, such as: assisting stakeholders in engaging with the Bureau’s Request for Information process, sharing resources to assist consumers in recognizing financial frauds and scams, and facilitating technical assistance to companies responding to consumer complaints
The report is available here.