Office of the Comptroller of the Currency (OCC)
Consumer Complaints and Assistance


The OCC's Customer Assistance Group (CAG) helps customers of national banks with questions or complaints they have about their financial institution. CAG's toll-free lines are open Monday through Thursday, 9 a.m. to 4 p.m., Central Time, and on Friday, from 9 a.m. to 3 p.m., Central Time. You can reach one of OCC's Customer Assistance Specialists by calling: 1-800-613-6743. Further information about the complaint process is explained below.

What is the OCC?

The Office of the Comptroller of the Currency (OCC) is a bureau of the United States Department of the Treasury. The OCC charters, regulates, and supervises over 2,500 national banks and their operating subsidiaries to ensure a safe, sound and competitive national banking system that supports the citizens, communities and economy of the United States. The OCC also supervises federally licensed branches and agencies of foreign banks. The national banks fund the OCC through assessments paid by the banks based on their assets and fees they pay for special services.

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 NT&SA following their titles. National banks represent about 28 percent of all insured commercial banks in the United States, holding 57 percent of the total assets of the banking system.

What Is an Operating Subsidiary of a National Bank?

National banks conduct some of their banking activities through companies called operating subsidiaries. These subsidiaries are companies that are owned or controlled by a national bank and that, among other things, offer banking products and services to consumers such as loans, mortgages and leases. The Office of the Comptroller of the Currency supervises and regulates many of these operating subsidiaries.

The OCC Customer Assistance Group (CAG)

The OCC Customer Assistance Group was created to answer questions, offer guidance, and assist consumers in resolving complaints about national banks and their subsidiaries. The first step is to try to resolve a complaint directly with your bank or its operating subsidiary before involving an outside agency. If you are unable to do so or are uncertain about whether your complaint involves an organization that the OCC supervises and regulates, the OCC Customer Assistance Group will try to assist you.

General inquiries about banking laws or practices often can be answered on the phone or through email by a Customer Assistance Specialist. The specialist may also be able to suggest other ways for you to try to resolve your problem directly with the bank or its subsidiary.

The OCC's Complaint Process

When they receive your call about a complaint, a Customer Assistance Specialist will request certain information from you about the issues. The specialist will evaluate your information and attempt to resolve your questions while on the phone. Should the specialist not be able to resolve your complaint immediately, they may request that you submit a formal written complaint or inquiry. The specialist will explain the formal complaint process to you, assign you a case number and explain exactly what information or documents we need you to provide.

When they receive your written complaint or additional documentation that was requested by one of their Customer Assistance Specialists, they will send to you an acknowledgment letter and assign a case number if one was not previously provided. The specialist will research your complaint and contact the bank for a response. The OCC will notify you after the bank or subsidiary responds. The bank or its subsidiary often resolves voluntarily those complaints caused by bank errors or misunderstandings.

Filing a Formal Complaint

There are two ways you can file a formal written complaint with the OCC about a national bank or its operating subsidiary. No special form is required but you may use the Customer Complaint Form provided if you would like. If you choose to use the form, select either the Word or PDF version, print, and complete. You may mail or fax the form or a letter to the Customer Assistance Group at the following address:

Customer Assistance Group
1301 McKinney Street
Suite 3450
Houston, TX 77010
FAX: 713-336-4301

Your letter or fax should identify the national bank or subsidiary about which you have the complaint by providing the bank's (or subsidiary's) full name and address. Additionally, the following information is required:

  • Your complete name and mailing address as used by the bank
  • Your daytime telephone number
  • Your account number(s)
  • A detailed explanation of the complaint or inquiry and description of how you would like the matter resolved
  • The signature of the account holder, legal guardian, Power of Attorney, or other person authorized to act for the account holder. If you are not the account holder, you must include documentation indicating your authority
  • Documentation supporting your position

Contacting a Customer Assistance Specialist

You can reach one of the OCC Customer Assistance Specialists by calling toll free, 1-800-613-6743, Monday - Thursday, 9:00a.m. to 4:00p.m., Central Time, and on Friday, from 9 a.m. to 3 p.m. Central Time or by sending an email to:

Please be reminded that e-mail is not necessarily secure against interception. Please do not include sensitive information of a personal or confidential nature -- such as your bank account, credit card, or social security number.

For further information, visit OCC's website.

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The information provided in this website is not legal advice and should not be interpreted as legal advice. This website is intended to provide a basic understanding of this information in summary form. This information may not be comprehensive, is subject to change, and may not apply to all individual circumstances. Any information received here should be confirmed with the appropriate government agencies or with an attorney, particularly as it relates to your individual circumstances. Your use of this website indicates your agreement to be bound by our Terms of Use.