Consumer Complaints and Assistance
[En Español]

Below, you will find a set of questions and answers with information that should prove useful if you have a problem that requires assistance from the OCC.

The following links can be used to navigate within the contents of this page:

What is the OCC?
What is a national bank?
What Is an Operating Subsidiary (Consumer - Focused) of a National Bank?
The OCC Customer Assistance Group (CAG)
The OCC's Complaint Process
Contacting a Customer Assistance Specialist
Filing a Formal Complaint
When you need other help

What is the OCC?	Top
The Office of the Comptroller of the Currency (OCC) is a bureau of the United States Department of the Treasury. The OCC charters, regulates, and supervises about 1,700 national banks and about 50 federal branches of foreign banks in the U.S. (as of March 31, 2008) and their operating subsidiaries to ensure a safe, sound and competitive national banking system that supports the citizens, communities and economy of the United States. The OCC also supervises federally licensed branches and agencies of foreign banks. The national banks fund the OCC through assessments paid by the banks based on their assets and fees they pay for special services.
What Is a National Bank?	Top
A national bank is a financial institution chartered by the OCC . National banks can usually be identified because they have the words "national" or "national association" in their titles or the letters N.A. or NT&SA following their titles. National banks represent about 23 percent of all insured commercial banks in the United States, holding 68 percent of the total assets of the banking system.
What Is an Operating Subsidiary (Consumer-Focused) of a National Bank?	Top
National banks conduct some of their banking activities through companies called operating subsidiaries. These subsidiaries are companies that are owned or controlled by a national bank and that, among other things, offer banking products and services to consumers such as loans, mortgages and leases. The OCC supervises and regulates many of these operating subsidiaries and has created a database of the operating subsidiaries that do business directly with consumers. The information provided in the database is self-reported by the national banks annually as of December 31 pursuant to 12 CFR 5.34(e) (6).

	Format
Annual Report of National Bank Operating Subsidiaries That Do Business Directly With Consumers (Once downloaded the Excel list may be sorted as desired.)		Excel   HTML PDF
For a more detailed description of operating subsidiaries (consumer-focused) and the activities they engage in see "Investments and Equities" booklet (PDF)

If You Have a Problem With a National Bank or its Operating Subsidiary
The OCC Customer Assistance Group (CAG)	Top
The OCC Customer Assistance Group was created to answer questions, offer guidance, and assist consumers in resolving complaints about national banks and their subsidiaries. The first step is to try to resolve a complaint directly with your bank or its operating subsidiary before involving an outside agency. If you are unable to do so or are uncertain about whether your complaint involves an organization that the OCC supervises and regulates, the OCC Customer Assistance Group will try to assist you. General inquiries about banking laws or practices often can be answered on the phone or through email by a Customer Assistance Specialist. The specialist may also be able to suggest other ways for you to try to resolve your problem directly with the bank or its subsidiary.
The OCC's Complaint Process	Top
When we receive your call about a complaint, a Customer Assistance Specialist will request certain information from you about the issues. The specialist will evaluate your information and attempt to resolve your questions while on the phone. Should the specialist not be able to resolve your complaint immediately, they may request that you submit a formal written complaint or inquiry.  The specialist will explain the formal complaint process to you, assign you a case number and explain exactly what information or documents we need you to provide. When we receive your written complaint or additional documentation that was requested by one of our Customer Assistance Specialists, we will send to you an acknowledgment letter and assign a case number if one was not previously provided. The specialist will research your complaint and contact the bank for a response. The OCC will notify you after the bank or subsidiary responds.  The bank or its subsidiary often resolves voluntarily those complaints caused by bank errors or misunderstandings.
Filing a Formal Complaint	Top
There are two ways you can file a formal written complaint with the OCC about a national bank or its operating subsidiary. No special form is required but you may use the Customer Complaint Form provided if you would like. The OCC will accept either the PDF version the form, or a letter containing the information listed below.
PDF The OCC complaint form (PDF) [En Español (PDF)] is available for Adobe Acrobat version 5.0 and above. You can complete the form on your computer or print it out and complete the form off-line. Either way, sign and date the completed form and mail or fax it to the address below. Adobe® Acrobat® ReaderTM software is required to view and print this form. If Adobe Acrobat is not already installed on your computer, you may download a free copy by visiting Adobe's website. Note: Adobe Acrobat will allow you to complete the form on your computer. You still need to sign and mail the printed form to the Customer Assistance Group in order for us to assist you. Mail If you would prefer not to fill out a form, you may mail or fax us a letter. No special form is required, but your letter should identify the national bank or subsidiary about which you have the complaint by providing the bank's (or subsidiary's) full name and address. Additionally, the following information is required:   Your complete name and mailing address as used by the bank;   Your daytime telephone number;   Your account number(s);   A detailed explanation of the complaint or inquiry and description of how you would like the matter resolved;   The signature of the account holder, legal guardian, Power of Attorney, or other person authorized to act for the account holder. If you are not the account holder, you must include documentation indicating your authority; and   Documentation supporting your position. Sign and date your letter, and mail or fax it to the address below. You may mail or fax the form or a letter to the Customer Assistance Group at the following address: Customer Assistance Group 1301 McKinney Street Suite 3450 Houston, TX 77010 FAX: 713-336-4301

Contacting a Customer Assistance Specialist	Top
You can reach one of the OCC Customer Assistance Specialists by calling our toll free number, 1-800-613-6743, Monday - Friday, 7:00 a.m. to 7:00 p.m., Central Time or by sending an email to Customer.Assistance@occ.treas.gov. Please be reminded that e-mail is not necessarily secure against interception. Please do not include sensitive information of a personal or confidential nature - such as your bank account, credit card, or social security number.
When You Need Other Help	Top
Many complaints stem from factual or contract disputes between the bank and the customer. Only a court of law can resolve those disputes and award damages. If your case involves such a dispute, we will suggest that you consult an attorney for assistance. The OCC regulates only national banks and their operating subsidiaries, not all types of financial institutions. If your complaint involves a bank or other institution not regulated by the OCC, we will refer it to another agency. We will notify you if we do so. You should not have to resubmit your complaint or accompanying documentation. However, you may be contacted if the other agency needs additional information. Pursuant to Federal law, national banks may have subsidiaries, such as securities brokers, providers of investment advice, or insurance brokers, that are regulated by another regulator and not the OCC (such as the SEC, state insurance or securities regulators, or the Federal Reserve).  You can find out more about these other regulators by contacting them by phone or visiting these Web sites:

	Federal Deposit Insurance Corporation for insured state chartered banks that are not members of the Federal Reserve System and insured branches of foreign banks.
	Board of Governors of the Federal Reserve System for state-chartered banks that are members of the Federal Reserve System, for bank holding companies, Edge Act and agreement corporations, and branches and agencies of foreign banking organizations operating in the United States and their parent banks.
	Office of Thrift Supervision for federally chartered savings associations, federal saving banks, and SAIF-insured state chartered savings associations.
	National Credit Union Administration for credit unions.
	Conference of State Bank Supervisors for information about state-chartered banks and thrifts.
	National Association of Attorneys General (http://www.naag.org/) for information about state consumer protection.
	Securities and Exchange Commission for administration of the federal securities laws.
	The U.S. Department of Housing and Urban Development regulates the Real Estate Settlement Procedures Act (RESPA), which governs the information on the nature and costs of certain mortgage related settlement charges.
	National Association of Insurance Commissioners (http://www.naic.org/) for information about state regulated insurance activities.
	Information reported to the Board of Governors of the Federal Reserve System about banks and their subsidiaries that are part of a bank holding company structure.