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 Information
OTS Acting Ombudsman - Anita C. Tyndall (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:
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
Primary Functions
2. Problem Resolution
Consumer Inquiries and Complaints
If you have a complaint about a thrift institution or savings association, the OTS may be able to help. Contact the OTS Consumer Response Center to reach a dedicated consumer affairs specialist:
Telephone toll-free: 1 (800) 842-6929
TTY users: 1 (800) 877-8339
Monday through Friday 8:00 a.m. - 5:30 p.m., Eastern Standard Time
For your protection and the security of your personal information, a signed authorization is required before we will conduct a complaint analysis.
To submit a complaint, you may write and sign a letter explaining your issues or complete the Consumer Complaint Form. Please type or print your request and mail, email or fax your complaint to:
Office of Thrift Supervision
Consumer Affairs Division
1700 G Street, NW
Washington, DC 20552
Fax: (202) 906-7342
E-mail: consumer.complaint@ots.treas.gov
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
For consumer complaints: 1 (888) 851-1920
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
For consumer complaints: 1 (877) FTC-HELP (1-(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 22314-3438
(703) 518-6300
NCUA's Consumer Assistance Hotline 1 (800) 755-1030
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
1700 G Street, NW, Washington, DC 20552
Phone (202) 906-6000 | E-mail