Home > Resources > Resources for Consumers > Consumer Complaints and Hotline > Federal Credit Union Complaints
Federal Credit Union Complaints
A credit union with the word "federal" contained in its name or any credit
union in Delaware, South Dakota, Wyoming or Washington, DC)
Laws that NCUA Enforces:
If you have a complaint regarding the regulation of your Federal Credit Union, you
may file a formal complaint by sending us a letter - no special form is required
- to the NCUA regional office for your state listed below.
Before you contact us, please contact the credit union to attempt to correct the
problem. You can do this over the phone, in person or in writing. If you believe
the credit union's staff is unresponsive to your inquiry or complaint, address your
concerns in writing to the president or chief executive officer of the credit union
or the credit unions supervisory committee.
Your Letter, Fax, or E-mail should Identify:
- The full name and address of the credit union
- A clear explanation of your problem
- A brief description of what action you want the credit union to take to resolve
the problem
- Legible photocopies of supporting documentation (if you have it) Do not
send us your original statements or other documents.
- A copy of any written correspondence you have already had with the federal credit
union regarding the issue at hand and any reply that you received
Be sure to include your name and postal address
in the letter, fax or email.
Once NCUA receives your written complaint:
- we will acknowledge its receipt
- log it into our records
- ask the credit union's supervisory committee to conduct an investigation.
- We ask the supervisory committee to reply directly to you, or delegate staff to
reply, and send a copy
to us.
How long does it take?
The process generally takes from two to six weeks. Depending on the credit union's
response or the
type of complaint, we may take additional steps or use a different approach. If
we do, we will notify you
in writing.
Please note:
NCUA cannot represent consumers in settling claims or recovering damages. However,
if your complaint brings a violation to our attention, we will take steps to ensure
the federal credit union complies with applicable laws and regulations.
As a regulator, NCUA does not own, operate or control credit unions, nor do we establish
their operating policies and procedures. We do not have the authority to overturn
individual lending decisions made by credit unions. We also cannot dictate the range
of services they offer. NCUA cannot offer legal or accounting assistance.
Complaints caused by error or misunderstanding are often resolved voluntarily by
the credit union. However, many complaints stem from factual or contractual disputes
between the federal credit union and the member. If you and the credit union are
unable to reach a mutually agreeable settlement in such a situation, only a court
of law can impose a remedy and award damages. We recommend you consult an attorney
for guidance if you want to consider pursuing a legal remedy.