From Complaint Narratives to Monetary Relief: A Hybrid Machine Learning Framework for CFPB Consumer Complaints

Consumer financial complaints provide a valuable source of information for identifying service failures, dispute frictions, and operational deficiencies in consumer-facing financial institutions. This paper proposes a hybrid machine learning framework for predicting monetary relief outcomes using Consumer Financial Protection Bureau complaint data. We formulate the task as an imbalanced binary classification problem, where complaints closed with monetary relief are treated as compensable outcomes. The proposed framework integrates multiple sources of predictive information, including complaint narrative text, LDA-based topic representations, interpretable text-engineered features, and str...

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