National Bank Appeals Process:
Mission Statement

The Office of the Ombudsman is organized around core principles of dispute resolution and customer service. The office seeks to ensure national banks and customers of national banks receive fair and expeditious resolution of their complaints through two distinct units within the office. The National Bank Appeals Process is designed to resolve disputes of national banks arising from the supervisory process, while the Customer Assistance Group's primary focus is to ensure customers of national banks receive fair treatment resolving their complaints with national banks.

Guiding principles in fulfilling these responsibilities include:

• Maintenance of a professional staff.
• An environment that disadvantages no one and embraces a sense of fairness.
• Independence and no retribution.
• Convenience and accessibility for constituents.
• Effective use of technology.
• Processes that incorporate the OCC's regulatory responsibility.
• Confidentiality.