Where to file a complaint depends on what kind of bank you have and what went wrong
You have three main places to file a complaint: directly with the bank itself, with a federal regulator, or with your state's banking authority. Most complaints start with the bank because they have to respond within a set timeframe. If the bank doesn't fix the problem or you're unhappy with their answer, you can escalate to a regulator for free.
The federal regulator that handles your complaint depends on the type of bank. National banks (those with "National" in the name or "N.A." after the name) are overseen by the Office of the Comptroller of the Currency (OCC). State-chartered banks that are members of the Federal Reserve go to the Federal Reserve. State-chartered banks that are not Federal Reserve members go to the Federal Deposit Insurance Corporation (FDIC). Credit unions go to the National Credit Union Administration (NCUA).
You can find out which regulator oversees your bank by calling the bank directly and asking, or by using the FDIC's BankFind tool on their website — you search by bank name and it tells you the regulator.
Key Takeaways
- Start by filing a complaint with the bank's customer service department or complaint department, which must respond within 30 days for most issues.
- If the bank doesn't resolve the problem, you can file a complaint with the federal regulator that oversees your bank — the OCC, Federal Reserve, FDIC, or NCUA — at no cost.
- You can also file a complaint with your state's banking regulator or attorney general if you prefer to stay local.
- Keep copies of all documents: your account statements, emails, letters, and a written record of phone calls with dates and names of staff you spoke to.
- The regulator will contact the bank on your behalf and require them to investigate and respond within a set time.
Filing a complaint directly with your bank
Before you go to a regulator, the bank gets a chance to fix the problem. Call the customer service number on the back of your card or on your bank statement and ask to speak with someone in the complaints department. Some banks call this the "resolution department" or "customer advocate." Tell them what happened, when it happened, and what you want them to do to fix it.
Ask for the bank's complaint procedure in writing — they are required to give it to you. The bank must send you a written response within 30 days for most complaints, though some types of complaints have longer timelines. If you don't hear back or you disagree with their answer, you can then file with a regulator.
Write down the date you called, the name of the person you spoke to, and what they said they would do. If you send an email or letter, keep a copy. This record helps if you need to file with a regulator later.
Filing a complaint with a federal regulator
Each regulator has its own complaint process, but they all accept complaints online, by mail, or by phone. You do not need a lawyer, and there is no cost.
The OCC takes complaints about national banks through its Customer Complaint Center at occ.gov. You can file online, by mail to 400 7th Street SW, Washington, DC 20219, or by phone at 1-800-613-6743. The Federal Reserve accepts complaints at federalreserveconsumerhelp.org or by mail to the Federal Reserve Board, Division of Consumer and Community Affairs, Washington, DC 20551. The FDIC has a complaint form on fdic.gov under "Consumers & Community" or you can call 1-877-ASK-FDIC. The NCUA takes complaints at ncua.gov or by phone at 1-703-518-6330.
When you file, describe what happened, when it happened, what the bank did or didn't do, and what you asked the bank to do about it. Include copies of documents that support your complaint — statements, emails, letters, or notes from phone calls. The regulator will send your complaint to the bank and give them a important date to respond, usually 15 to 30 days depending on the regulator.
Filing a complaint with your state banking authority
You can also file a complaint with your state's banking regulator or attorney general. Each state has a banking department or division that oversees state-chartered banks. You can find your state's banking regulator by searching "[your state] banking department" or by calling your state attorney general's office.
State regulators follow similar timelines to federal regulators — they will forward your complaint to the bank and require a response. Some states have their own consumer complaint databases that are public, so filing with the state creates a record that other customers can see.
What happens after you file a complaint with a regulator
The regulator sends your complaint to the bank and asks them to investigate. The bank has to respond within the regulator's important date, usually 15 to 30 days. The regulator then reviews the bank's response and may ask follow-up questions. You will receive copies of the bank's response and the regulator's findings.
The regulator cannot force the bank to pay you money or reverse a transaction, but they can require the bank to fix errors, remove incorrect information from your credit report, or change practices that harmed you. If the regulator finds that the bank violated consumer protection laws, they can take enforcement action against the bank.
The entire process usually takes 30 to 60 days from the time you file. You can check the status of your complaint by contacting the regulator directly — they will give you a complaint number when you file.
What documents to keep and how to organize them
Gather everything related to the problem before you file. This includes account statements showing the disputed transaction, emails or letters from the bank, copies of any checks or deposit slips, and a written record of every phone call you made — the date, time, the name of the person you spoke to, and what they said.
Make copies of everything and keep the originals in a safe place. When you file a complaint, send copies, not originals. If you file online, you may be able to upload documents directly. If you mail a complaint, include copies and keep a copy for yourself.
Write a brief summary of what happened in chronological order — what you did, what the bank did, and when each thing occurred. This helps the regulator understand the timeline quickly.
When to file a complaint about a specific type of problem
Some problems have special complaint processes. If the bank made an error on your account, you can also file a dispute under the Electronic Funds Transfer Act or the Truth in Lending Act, depending on the type of transaction. If the problem involves your credit report, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov, which handles credit reporting complaints in addition to bank complaints.
If you believe the bank discriminated against you based on race, color, religion, national origin, sex, marital status, age, or because you receive public benefits, you can file a complaint with the regulator or with the Department of Justice Civil Rights Division. These complaints often move faster because they involve potential violations of civil rights law.
For problems involving a mortgage, the CFPB is the main place to file. For problems involving credit cards, you can file with the CFPB or the regulator. For checking or savings account problems, you can file with the regulator that oversees your bank.
Frequently Asked Questions
How long does it take to resolve a complaint?
Most complaints are resolved within 30 to 60 days. The bank has 15 to 30 days to respond to the regulator, and the regulator then reviews the response. Some complaints take longer if the regulator needs to ask the bank follow-up questions or if the problem is complex.
Can I file a complaint if I'm not the account holder?
You can file a complaint if you are an authorized user on the account or if you have power of attorney. If you are filing on behalf of someone else, you will need to provide documentation showing you have the authority to do so.
What if the bank closes my account after I file a complaint?
Banks can close accounts, but they cannot do so in retaliation for filing a complaint. If you believe the bank closed your account because you filed a complaint, mention this in your complaint to the regulator — it may be considered retaliation, which is illegal.
Do I need a lawyer to file a complaint?
No. You can file a complaint on your own at no cost. A lawyer is not required and most consumer complaints are resolved without one. You can hire a lawyer if you want, but it is not necessary for the regulator to investigate.
What if the regulator sides with the bank?
If the regulator finds that the bank did not violate any laws, they will close your complaint. You can ask the regulator to reconsider if you have new information. You can also file a complaint with a different regulator — for example, with your state attorney general — or pursue the matter in small claims court if you have a financial loss.