Office of Thrift Supervision

Ombudsman

The OTS Ombudsman serves as a bridge between the OTS and OTS-regulated financial institutions.

The OTS recognizes that its decisions have a significant effect on the institutions it regulates.  The OTS also realizes that certain supervisory decisions and examination findings might be challenged. The OTS’s objective is to ensure that such decisions and findings are consistent and objective.

Contact Info

Consumer inquiries and complaints - The OTS Consumer Response Center is open Monday through Friday, 8:00 a.m. to 5:30 p.m. Eastern Standard Time.

• Telephone toll-free: 1 (800) 842-6929
• E-mail: consumer.complaint@ots.treas.gov
• TTY users: 1 (800) 877-8339

OTS Ombudsman - Frederick R. Casteel

• Telephone: (972) 277-9610
• E-mail: ombudsman@ots.treas.gov
• Casteel bio

Background

The Ombudsman's Office has developed a process for the review, appeal and reconsideration of disputed OTS decisions and findings (see Thrift Bulletin 68b - Appeals and Ombudsman Matters).  In addition, the Ombudsman works closely with the OTS’s Consumer Affairs Division to address complex public inquiries.  

Section 309(d) of the Community Development and Regulatory Improvement Act of 1994 (12 U.S.C. 4806) created the position of the federal regulatory Ombudsman.  The Ombudsman serves as a bridge between financial institutions and their regulators.  Section 309 provides that the Ombudsman:

1. Acts as a liaison between the agency and any affected person with respect to any problem such party may have in dealing with the agency resulting from the regulatory activities of the agency; and
2. Ensures that safeguards exist to encourage appellants to come forward, while preserving confidentiality.

Mission Statement

Ensure confidential, neutral and expeditious resolution of complex public inquiries and thrift institutions’ inquiries and appeals, whether informal or formal.  The Ombudsman strives to enhance supervisory policies, so that OTS provides a consistent, clear, impartial, and current supervisory framework.

The Ombudsman works to accomplish its mission by providing high-quality customer service, seeking continuous improvement and inviting customer involvement.

Primary Customers

1. Regulatory - The Ombudsman facilitates improved communication between the agency and the thrift community.  The Ombudsman addresses thrift institutions’ concerns about OTS regulatory actions and coordinates the resolution of thrift institutions’ informal and formal appeals of supervisory determinations.  Also, the Ombudsman recommends improved agency policies, procedures and practices, based on investigation or analysis of thrift institutions, and public inquiries and concerns.
2. Public - The Ombudsman is a contact for complex public inquiries and concerns.  The Ombudsman may be a mediator of conflict resolution between external customers and agency officials, and may offer feedback on the effectiveness of OTS’s programs and responsiveness.

Primary Functions

1. General Assistance

• Assist in the resolution of inquiries in an impartial, confidential and timely manner.
• Gather information to ensure that OTS regulations and procedures are consistently clear and current.
• Work to influence systemic change when necessary to improve OTS operations and customer service.
• Be involved in industry outreach, communication and education.

    2.   Problem Resolution

• Work closely with the Consumer Affairs Division on public complaints.
• Facilitate communication between OTS staff and interested parties in the resolution of regulatory issues.
• Serve as a confidential, designated neutral party to whom other parties may raise concerns and from whom parties may request assistance to formally or informally resolve conflicts and problems.
• Assist in the resolution of complex public inquiries, disputes and complaints involving additional research.
• Investigate factual matters and issues involving complex and sensitive public inquiries and prepare appropriate responses.
• Consult with all levels of OTS management and staff to assist in the resolution of existing and emerging problems.
• Provide problem resolution assistance through mediation, facilitation, negotiation, or other alternative dispute resolution methods appropriate to particular issues.

Inquiries about Non-OTS-Regulated Institutions

Although we make every effort to assist in the resolution of issues and concerns, the OTS Ombudsman is able to assist only with inquiries related to institutions the OTS regulates.

To find out if your institution is regulated by the OTS, check the OTS Institution Search. You can also check Bank Find (external link) at the Federal Deposit Insurance Corporation, which provides information about all federally insured depository institutions.

State-chartered banks that are members of the Federal Reserve System are supervised by their state banking regulator and their primary federal regulator:

Board of Governors of the Federal Reserve System
Division of Consumer and Community Affairs
20th and C Streets, NW
Mail Stop 801
Washington, DC 20551
(202) 452-3693
www.federalreserve.gov (external link)

State-chartered banks, including state savings banks that are not members of the Federal Reserve System, are supervised by their state banking regulator and their primary federal regulator:

Federal Deposit Insurance Corporation
Consumer Response Center
2345 Grand Boulevard
Suite 100
Kansas City, MO 64108 
(877) 275-3342
www.fdic.gov (external link)

Finance companies, mortgage companies and a broad range of other companies are subject to state regulatory authority and their primary federal regulator:

Federal Trade Commission
Consumer Response Center
6th and Pennsylvania Avenue, NW
Washington, DC 20580 
(877) 382-4357
www.ftc.gov (external link)

Federally chartered credit unions (credit unions with “federal” in the names) are supervised by:

National Credit Union Administration
1775 Duke Street, Suite 4206   
Alexandria,VA 22314-3437
(703) 519-4600
www.ncua.gov (external link)

State chartered credit unions are supervised by the states that charter them.  A state-by-state listing is available on the National Credit Union Administration’s website.

National banks (banks with “national” in the name, or N.A. after the name) are supervised by:

Office of the Comptroller of the Currency
Customer Assistance Group
1301 McKinney Street, Suite 3450 
Houston, TX 77010
(800) 613-6743
FAX: (713) 336-4301
www.occ.treas.gov (external link)
E-mail: customer.assistance@occ.treas.gov