Where to file depends on what went wrong and which regulator oversees your bank
You can file a complaint with your bank's internal complaint department first, but if that doesn't resolve the issue, you have options outside the bank. The Consumer Financial Protection Bureau (CFPB) handles complaints about most banks and credit unions. The Office of the Comptroller of the Currency (OCC) handles national banks. The Federal Deposit Insurance Corporation (FDIC) handles state-chartered banks that aren't members of the Federal Reserve. Your state banking regulator also takes complaints about banks licensed in your state.
The fastest route is usually the CFPB if your bank is large enough to be covered by them—which includes most banks you've heard of. Smaller banks and credit unions may fall under different regulators. You don't need a lawyer, and you don't pay a fee. The regulator will forward your complaint to the bank and require them to respond within a set timeframe.
Key Takeaways
- Start with your bank's complaint process first—write to the address they provide for disputes, not the main branch address, and keep copies of everything you send.
- If the bank doesn't resolve it within 30 days, or if you're not satisfied, file with the CFPB online at consumerfinance.gov or by mail.
- The CFPB forwards your complaint to the bank, which has 15 business days to respond, and publishes a summary of complaints on their public database.
- State banking regulators handle complaints about banks licensed only in your state, and you can find your regulator through your state's financial services office.
- You cannot file a complaint with a federal regulator about a credit union—use the National Credit Union Administration (NCUA) instead.
Filing a complaint with your bank first
Most banks have a formal complaint process separate from customer service. Call the main customer service line and ask for the complaints department, or look for "dispute resolution" or "customer complaints" on the bank's website. They will give you a mailing address or an online form. Do not email a complaint to a general inbox or post on social media—use the official channel they direct you to.
Write down what happened, when it happened, what you've already tried to fix it, and what outcome you want. Include account numbers, transaction dates, and the names of any employees you spoke with. Send it by mail with tracking, or use the online form if the bank offers one. Keep a copy for yourself. The bank must respond within 30 days, though some banks take longer. If they don't resolve it or you disagree with their response, move to a federal regulator.
Filing with the Consumer Financial Protection Bureau
The CFPB takes complaints about deposit accounts, credit cards, mortgages, loans, and other consumer financial products from most banks. Go to consumerfinance.gov/complaint and select "Bank account or service" or the product type that matches your issue. You can file online, by mail, or by phone at 1-855-411-2372.
When you file, describe what happened, the dates involved, and what you want the bank to do. The CFPB will send your complaint to the bank within one business day. The bank has 15 business days to respond. You'll receive a copy of their response and can reply if you disagree. The CFPB publishes summaries of complaints on their public database, which helps identify patterns of problems at specific banks.
The CFPB does not make a decision for you or force the bank to pay you. They monitor whether the bank responds and whether the response is truthful. If you believe the bank's response is false or incomplete, you can dispute it in writing. The complaint stays in the CFPB's system and becomes part of the bank's regulatory record.
Filing with other federal regulators
If your bank is a national bank (the word "National" appears in its name, or it has "NA" after the name), file with the OCC instead of the CFPB. Go to occ.treas.gov/customer-complaints or call 1-800-613-6743. The process is similar: you describe the problem, and the OCC forwards it to the bank.
If your bank is state-chartered and not a member of the Federal Reserve, the FDIC oversees it. File at fdic.gov/about/contact/file-complaint or call 1-877-275-3342. If your bank is a credit union, do not use the CFPB or OCC—file with the National Credit Union Administration (NCUA) at ncua.gov/about/contact-us or 1-703-518-6330.
You can also file with your state banking regulator. Each state has a financial services office or banking department. Search "[your state] banking regulator" or "[your state] department of financial services" to find the right office. State regulators handle complaints about banks licensed only in your state and may move faster than federal agencies on local issues.
What happens after you file
The regulator sends your complaint to the bank and sets a important date for response—usually 15 business days for the CFPB, longer for other agencies. The bank must investigate and respond in writing. You will receive a copy. If the bank admits fault, they may offer a refund or correction. If they deny the problem, you can dispute their response, but the regulator will not force them to pay you.
The complaint becomes part of the bank's regulatory file. If many customers file similar complaints, the regulator may open an investigation into the bank's practices. This can lead to enforcement action, fines, or orders to change how the bank operates. Your individual complaint may not result in when ready payment, but it creates a record that regulators use to identify systemic problems.
When to involve a lawyer or file in small claims court
If the amount in dispute is small—under $5,000 in most states—small claims court may be faster than waiting for a regulator. You file in the court in the county where you live or where the bank is located, pay a filing fee (usually $50 to $200), and present your case to a judge. You do not need a lawyer. The bank will likely send a representative. If you win, the judge orders the bank to pay you.
If the amount is larger or the bank's conduct was intentional, consult a lawyer. Many offer free initial consultations. Some consumer protection laws allow you to recover attorney fees if you win, which makes it worth a lawyer's time to take your case. A lawyer can also file a complaint on your behalf with regulators, though this is not necessary—you can file yourself for free.
Frequently Asked Questions
How long does it take to get a response from the bank?
The bank has 15 business days to respond to a CFPB complaint. Other regulators allow 30 days or longer. Your bank's internal complaint process may take 30 to 60 days. If the bank doesn't respond by the important date, the regulator will follow up. Actual resolution—getting money back or a correction—may take months if the bank disputes your claim.
Can I file a complaint if I'm not the account holder?
You can file if you are an authorized user on the account or if you have power of attorney. If you're filing on behalf of someone else, you'll need to provide documentation of your authority. Some regulators allow complaints from family members or representatives, but the account holder may need to sign a form authorizing you to act on their behalf.
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 with a regulator. If the bank closes your account shortly after you file, document the timeline and mention it in your complaint response to the regulator. The regulator will investigate whether the closure was retaliatory, which is illegal.
Do I have to file with the bank first before going to a regulator?
No. You can file directly with a regulator without contacting the bank first. However, most people try the bank's complaint process first because it's faster if the bank is willing to fix the problem. If the bank ignores you or refuses to help, skip straight to the regulator.
What if the bank's response doesn't answer my question?
You can dispute the bank's response in writing to the regulator. Explain why you believe the response is incomplete or false and provide any additional evidence. The regulator will review your dispute and may ask the bank for clarification. This extends the timeline but creates a stronger record if you later pursue legal action.