Your complaint may be related to a matter that is Office of Thrift Supervision (OTS)
outside of the OCC’s jurisdiction. For example, If your problem concerns a federal savings and
we often get complaints about consumer credit loan or a federal savings bank, contact the OTS at
reports and residential lending discrimination, 1-800-842-6929. Letters can be addressed to
Comptroller of the Currency
which are matters handled by other federal OTS, Attn: Consumer Programs, 1700 G Street Administrator of National Banks
agencies. NW, Washington, D.C. 20552. You can also
send an e-mail to
What Other Federal Federal Reserve Board (FRB)
Agencies Investigate Customer If your problem concerns a state-chartered bank
Complaints? that is a member of the Federal Reserve System,
Federal Trade Commission (FTC)
Complaints involving information found on a
contact the FRB at (202) 452-3693. For a written
complaint, address your letter to the Board of
Governors of the Federal Reserve System,
credit report are covered by the Fair Credit
Consumer and Community Affairs Division, 20th
Reporting Act. You can contact the consumer
and C Streets NW, MS 801, Washington, D.C.
reporting agency that originally provided the
information to the bank, requesting your own
copy of the credit report. Try to resolve the
dispute with that reporting agency. If you are
Federal Deposit Insurance Corporation (FDIC)
If your problem concerns a state-chartered bank
of National Banks
unsuccessful, you can also contact the FTC, the that is not a member of the Federal Reserve
agency that handles these complaints, and others System, contact the FDIC at 1-800-934-3342.
involving non-bank affiliated lenders, such as Send written complaints to the FDIC, Attn: DCA,
mortgage and finance companies. Contact the 550 17th St. NW, Washington, D.C. 20429, or
FTC at (202) 382-4357, by mail at FTC, 600 send an e-mail to email@example.com.
Pennsylvania Ave. NW, Washington, D.C. National Credit Union Administration (NCUA)
20580, or by e-mail at firstname.lastname@example.org. If your problem concerns a credit union, contact
Department of Housing and Urban the NCUA at (703) 518-6330 or write to NCUA
Development (HUD) at 1775 Duke Street, Alexandria, VA 22314-
Complaints involving mortgage lending 3428, or e-mail NCUA at email@example.com.
discrimination are covered by the Fair Housing Federal Financial Institutions Examination
Act (FHAct). HUD is the agency that handles Council (FFIEC)
these complaints. HUD can investigate your
Office of the Ombudsman
If you want to find information about a financial
complaint if it is based on one of the following institution that has merged with or been acquired
Customer Assistance Group
matters: race, color, religion, sex, handicap, by another institution, or has been closed, you 1301 McKinney Street, Suite 3710
familial status, or national origin. You can contact can contact the FFIEC by logging onto the Houston, Texas 77010
HUD by calling 1-800-669-9777; by sending a National Information Center Web Page,
letter to the Department of Housing and Urban
Development, 451 7th Street SW, Washington,
D.C. 20410; or by filling out a complaint form at
What Is the OCC? • Answer questions about banking laws, You don’t need to have a special form to file a
regulations, and practices. complaint, but you should include the following
The Office of the Comptroller of the Currency information in your correspondence:
(OCC) is a federal bank regulator that charters, • Offer guidance.
regulates, and supervises national banks. It is a • Your name, address, and telephone
bureau of the Treasury Department. How Can I Contact the Customer number.
The OCC’s mission is to ensure a safe, sound, Assistance Group? • Your signature. If you are acting
and competitive national banking system that Here are four ways for you to contact the OCC’s on behalf of another person, you need a
supports individuals, communities, and the customer assistance group: signed authorization from that person.
economy. The OCC ensures that national banks • The name and address of the national bank.
• Toll-free telephone: 1-800-613-6743
manage their risks properly and comply with
• Fax: (713) 336-4301 • The type of account you have with the
applicable laws and regulations. The OCC also
bank (credit card, savings, checking, etc.).
ensures that national banks can compete with • E-mail:
other financial service providers, offer products firstname.lastname@example.org • The account number and a copy of the
and services that meet the needs of bank bank statement related to your problem.
customers, and provide fair access to financial • Mail: Comptroller of the Currency
Customer Assistance Group • A brief statement of the facts concerning
services to all consumers. your complaint and desired results.
1301 McKinney Street, Suite 3710
Houston, Texas 77010 • Copies of any related documentation.
What Kind of Bank Does
the OCC Regulate? What Will Happen If I Call the
We will acknowledge receipt of your complaint
by letter. We will also research the issues raised
The OCC regulates banks called “national banks.” Customer Assistance Group? in your complaint, contacting the bank for a
You can tell that a bank is a national bank if it response if necessary. We will then send you
has the words “national,” “national association,” When you call the customer assistance group for
help, you should tell the customer assistance another letter describing our findings. If we can’t
or N.A. in or after its name. If the financial resolve the complaint in the way you requested,
institution you are concerned about is not a specialist the name of the bank and the nature of
your problem. You should also describe desired we will give you some ideas about other ways to
national bank, turn to the back panel of this seek redress.
brochure for information about other agencies results.
you can contact to discuss your case. The specialist will listen to your information, Will the OCC Always Be Able to
review your concerns, and give you guidance
What Should I Do If I Have a about what you can do. If the specialist can’t help Resolve My Problem?
Problem with a National Bank? you over the phone, or thinks that more Not always. Sometimes a complaint relates to a
information is needed, he or she may ask you to factual or contractual dispute that only a court of
Because you and your national bank are most file a written complaint. law can resolve.
familiar with your accounts, you should first
contact your bank to try to resolve the issue. If Many complaints involve issues covered by the
you can’t resolve the problem, you can contact
How Do I File bank’s internal policies. Such bank policies may
the OCC’s customer assistance group. The a Written Complaint? not be governed by federal laws or regulations.
customer assistance group’s mission is to: You can file a written complaint about a national
• Address consumer complaints governed by bank by writing — or faxing — the customer
specific federal consumer laws and assistance group at the address provided above.
regulations that the OCC has delegated
authority to enforce.