Where to file depends on what went wrong and which regulator oversees your bank
You have three places to file a complaint: directly with your bank, with a federal regulator, or with your state's banking authority. Most complaints start with the bank itself, because the bank has to respond within a set timeframe and often fixes the problem faster than a regulator would. But if the bank does not respond, or if you want an outside agency to investigate, you can escalate to a federal regulator or your state.
Which federal regulator handles your bank depends on its charter type. The Office of the Comptroller of the Currency (OCC) oversees national banks — those with "National" or "N.A." in their name. The Federal Reserve oversees state-chartered banks that are members of the Federal Reserve System. The Federal Deposit Insurance Corporation (FDIC) oversees state-chartered banks that are not Federal Reserve members. If your bank is a credit union, the National Credit Union Administration (NCUA) handles complaints. You can find out which regulator oversees your bank by calling the bank directly or by searching the FDIC's BankFind tool online.
Key Takeaways
- Start by filing a complaint with your bank's customer service or compliance department, which must respond within 30 days for most issues.
- If the bank does not respond or you are not satisfied, file with the appropriate federal regulator: OCC for national banks, Federal Reserve or FDIC for state banks, NCUA for credit unions.
- Your state's banking authority or attorney general can also investigate complaints, and some states have their own complaint processes separate from federal regulators.
- The Consumer Financial Protection Bureau (CFPB) accepts complaints about consumer banking issues and shares data with federal regulators, though it does not directly oversee all banks.
- Keep records of every transaction, email, phone call, and letter related to your complaint, because regulators will ask for documentation.
Filing a complaint directly with your bank
Your bank is required by law to have a process for handling complaints. Call the customer service number on your statement or card and ask to speak with the complaints department or compliance office. Some banks call this the "resolution department" or "customer advocate." Explain the problem clearly: what happened, when it happened, how much money is involved, and what you want the bank to do to fix it.
Ask for a reference number and the name of the person handling your complaint. Write down the date and time of the call. Follow up with a letter or email to the same department, restating your complaint and referencing the call you made. Send it by certified mail if possible, so you have proof the bank received it. The bank must acknowledge your complaint within a few business days and must respond with a resolution or explanation within 30 days for most consumer issues — longer for some mortgage complaints.
If the bank resolves the problem to your satisfaction, you are done. If not, or if the bank does not respond within 30 days, move to filing with a federal regulator.
Filing with the federal regulator that oversees your bank
Each federal regulator has its own complaint process, but they all require the same basic information: your name and contact details, the bank's name, a description of what happened, the dates involved, how much money is at stake, and what resolution you are seeking. You will also need to provide copies of relevant documents — statements, emails, letters from the bank, cancelled checks, anything that shows what happened.
The OCC accepts complaints through its website at occ.treas.gov or by mail to the OCC's Complaint Hotline. The Federal Reserve accepts complaints through its website at federalreserve.gov or by mail to your regional Federal Reserve Bank. The FDIC accepts complaints through its website at fdic.gov or by phone at 1-877-275-3342. The NCUA accepts complaints through its website at ncua.gov. All of these agencies will investigate your complaint and contact the bank for a response. The process typically takes 30 to 60 days, though complex cases can take longer.
You do not need a lawyer to file with a federal regulator, and there is no cost to you. The regulator will not recover money for you directly, but if it finds that the bank violated a rule, it can order the bank to fix the problem or pay you back.
Filing with your state banking authority
Every state has a banking regulator — usually called the Department of Banking, Division of Banking, or Office of the State Comptroller. This agency oversees state-chartered banks and can investigate complaints about unfair or deceptive practices. You can find your state's banking authority by searching "[your state] banking regulator" or by checking your state's government website.
State regulators often move faster than federal agencies on certain issues, especially if the complaint involves fraud or a pattern of problems affecting multiple customers. Some states also have a separate consumer complaint process through the attorney general's office, which can be faster for certain types of disputes. Filing with your state does not prevent you from also filing with a federal regulator — you can do both.
Using the Consumer Financial Protection Bureau (CFPB)
The Consumer Financial Protection Bureau accepts complaints about consumer banking issues through its website at consumerfinance.gov. You can file online, by phone at 1-855-411-2372, or by mail. The CFPB does not directly regulate all banks — it focuses on consumer protection issues like unauthorized charges, errors on your account, or unfair treatment — but it shares complaint data with federal regulators and can refer your complaint to the appropriate agency.
The CFPB publishes complaint data publicly, which means your complaint becomes part of a record that other consumers and regulators can see. This can be useful if you want to report a pattern of problems, but it also means your complaint is not confidential. The CFPB will not recover money for you, but it can help pressure the bank to respond and can flag systemic problems to regulators.
What to include in your written complaint
Whether you are writing to the bank, a federal regulator, or your state authority, your complaint should include the same core information. Start with a clear, one-sentence summary of the problem: "I was charged a $35 overdraft fee on a transaction that should not have overdrafted my account" or "The bank opened a credit card in my name without my permission." Then explain what happened in chronological order, with specific dates and amounts.
Include copies of every document that supports your complaint: bank statements showing the disputed charge, emails or letters from the bank, screenshots of online banking, cancelled checks, receipts, anything that proves what you are saying. Do not send originals — send copies only. Number your documents and refer to them in your letter: "As shown in Document 3, the charge appears twice on my statement." End with a clear statement of what you want: a refund, a correction to your account, removal of a fee, or whatever resolution would fix the problem.
What happens after you file
If you filed with the bank, it must respond within 30 days. If you filed with a federal regulator or your state, the agency will contact the bank and ask it to respond to your complaint. The bank will usually have 30 to 60 days to investigate and respond. During this time, the regulator may ask you for additional information or clarification.
Once the investigation is complete, the regulator will send you a letter explaining what it found. If the bank violated a rule, the regulator may order the bank to refund your money, correct your account, or take other action. If the regulator finds no violation, it will explain why. You can appeal or request further review if you disagree with the outcome, though the process varies by agency.
Keep in mind that regulators investigate whether the bank broke a rule — they do not act as a court or arbitrator for disputes about whether you owe money. If you believe you have a legal claim against the bank, you may need to pursue that separately through small claims court or with a lawyer.
Frequently Asked Questions
Do I have to complain to the bank before I can file with a regulator?
No, you can file with a federal regulator or your state when ready if you want. However, most regulators ask whether you have already complained to the bank, and many will ask you to do so first. Filing with the bank first is usually faster because the bank can resolve the problem directly without waiting for a regulator to investigate.
What if the bank says the problem is my fault?
If you disagree with the bank's explanation, explain why in your follow-up complaint to the regulator. Provide documents that support your version of events. The regulator will review both your account and the bank's response and make its own information based on the facts and the rules the bank is required to follow.
Can I file a complaint if I am not the account holder?
It depends on the situation. If you are an authorized user or a joint account holder, you can file a complaint about your own transactions. If you are filing on behalf of someone else, you will usually need written permission from that person or proof that you have power of attorney. Contact the regulator directly to ask what documentation you need.
Will filing a complaint hurt my credit score?
No. Filing a complaint with a bank, regulator, or the CFPB does not appear on your credit report and does not affect your credit score. The bank cannot retaliate against you for filing a complaint, and doing so does not change your account status or terms.
How long does it take to get a refund after I file a complaint?
If the bank agrees to refund you, it typically processes the refund within 5 to 10 business days. If a regulator orders the bank to refund you, the bank usually has 30 days to comply. Some banks refund faster if the amount is small or if the error is clear-cut.