by Office of the Comptroller of the Currency, 6/96
It is best to try to resolve a complaint directly with your bank before
involving an outside agency. If you are unable to do so or are uncertain
about whether your complaint is legitimate, the OCC Customer Assistance
Unit can help you.
General inquiries about banking laws or practices often can be answered
on the phone by a Customer Assistance technician. The technician may
also be able to suggest other ways for you to try to resolve your
problem directly with the bank.
When resolution seems impossible, you may file a formal complaint with
WHAT IS A NATIONAL BANK?
A national bank is a financial institution chartered by the Office of
the Comptroller of the Currency. National banks can usually be
identified because they have the words "national" or "national
association" in their titles or the letters N.A. or N.S.&T. following
FILING A FORMAL COMPLAINT
You may file a formal complaint about a national bank with the OCC by
writing a letter -- no special forms are required -- to the OCC district
office for the state in which the bank is headquartered.
Your letter should explain the nature of your problem and tell us what
resolution you are seeking. Do not forget to give us your address and a
telephone number where you can be reached during the day.
WHAT WE WILL DO ABOUT YOUR COMPLAINT
When we receive your written complaint we will send you an
acknowledgment and assign your case to a specialist to be researched.
The specialist will contact the bank for an explanation of what
happened. The OCC will notify you after the bank responds. Complaints
caused by bank error or misunderstanding are often resolved voluntarily
by the bank.
WHEN YOU NEED OTHER HELP
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 we find that your case involves such a dispute, we
will suggest that you consult an attorney for assistance.
The OCC regulates only national banks, not all types of financial
institutions. If your complaint involves a bank not regulated by the
OCC, we may 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
CONTACTING A OCC CUSTOMER ASSISTANCE TECHNICIAN
You can reach one of the Office of the Comptroller of the Currency's
Customer Assistance technicians by:
* Telephoning 1-800-613-6743, (business days 9 a.m. to 6 p.m.);
* E-mailing E-mail to [email protected], or;
* Sending mail to -
Customer Assistance Unit
Mail Stop 3-9
250 E Street SW
Washington, DC 20219
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