File a Complaint
If you have a problem with your national bank or federal savings association, and want to submit a complaint, the Office of the Comptroller of the Currency's (OCC) Customer Assistance Group may be able to help. The OCC regulates national banks and federal savings associations.
Some issues that we cannot help with are:
- Give legal advice;
- Act as a court of law or as an attorney on your behalf;
- Become involved in matter that has been litigated or is being litigated;
- Advocate for either party; or
- Seek monetary compensation.
Follow the steps below to learn about our complaint process.
1. Before You File
- Try to resolve your issue directly with your bank first.
- Check our Help Topics page to see if any of the topics address your issue.
2. Check to Make Sure We Regulate Your Bank
We can only assist customers of national banks and federal savings associations regulated by the Office of the Comptroller of the Currency (OCC), and we can only assist with areas under our supervisory jurisdiction. There are other types of banks that are regulated by other agencies. It is important to make sure that your bank is regulated by the OCC before seeking our assistance.
If the OCC does not regulate your bank, please file your complaint with one of the following agencies, as appropriate:
- Consumer Financial Protection Bureau (CFPB)
- Federal Deposit Insurance Corporation (FDIC)
- Federal Reserve Board (FRB)
- National Credit Union Administration (NCUA)
- Conference of State Bank Supervisors (CSBS)
Still unsure who regulates your bank? Contact us for help.
3. Gather the Information You'll Need to Include in Your Complaint
- Your complete name and mailing address, as they appear on your bank's records.
- A phone number where we can reach you.
- Your email address.
- If you want us to communicate with your attorney or other representative directly, you must complete the Representative Contact Information section of the form. Make sure you have given this person authorization, such as power of attorney or written expression, to represent you.
About Your Bank
- Name and address of your bank.
- Type of account. If you are unsure of the type of account, contact your bank for assistance or review your most recent statements.
- The name of the person(s) you have contacted at the bank about this issue.
- Whether the bank has responded to your complaint.
An Explanation of Your Complaint
Please provide a concise explanation of your complaint. The online form requires that you limit your explanation to 4,000 characters or fewer, but we encourage you to provide as much detail as possible within that space.
The online complaint form accepts a maximum of six attachments. If you have supporting documentation, please include it as attachments to your complaint. Each attachment is limited to 5 MB in size. File types that are allowed are PDF, DOC, DOCX, TXT, MSG, CSV, EML, TIF, JPG, JPEG, PNG, SVG, XLS, XLSX, and HEIC. Do not include your social security number.
4. File Your Complaint
30-Minute Time Limit
For security, our online form will time out after 30 minutes of inactivity. If you stop working on the form for 30 minutes or more, the information you entered may be lost. To avoid this, gather all the information you need before starting.
Ready to File?
- I've tried resolving my issue directly with my bank.
- The OCC regulates my bank.
- I've gathered all my information.
- I've read the Privacy Act Statement.
Other Ways to File
If you are unable to file your complaint online, you can download the form at this link:
Print the customer complaint form (PDF)
[En Español (PDF)]
write your own letter providing all the information listed above.
Then send the letter or the completed paper form to our mailing address or fax number.
Questions about how to file a complaint?
5. After You Submit a Complaint
- What happens after I file a complaint?
- Check the status of an existing case
- If you've already received a written response from the OCC's Customer Assistance Group and it does not address your issue(s) or you are not satisfied with the response, you can file an appeal.