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 the right to escalate to a federal regulator. Which regulator handles your complaint depends on what type of bank you use and what the problem is. The Consumer Financial Protection Bureau (CFPB) takes complaints about most consumer banking issues. The Office of the Comptroller of the Currency (OCC) handles national banks. The Federal Reserve oversees state-chartered banks that are Federal Reserve members. Your state banking regulator handles state-chartered banks that aren't Federal Reserve members. You don't need to figure out which one is correct—you can file with the CFPB and they will route your complaint to the right agency.
The bank itself must respond to your complaint within a set timeframe. Federal law requires banks to acknowledge your complaint and send you a written response. The timeline varies depending on the type of complaint, but most responses come within 30 days. If your bank doesn't respond or you disagree with their response, you can escalate to the regulator.
Key Takeaways
- File a written complaint with your bank first, keeping copies of all correspondence and documentation of the problem.
- If the bank doesn't resolve it within 30 days, you can file with the CFPB online at consumerfinance.gov, by mail, or by phone at 855-411-2372.
- The CFPB will send your complaint to the bank and the appropriate federal regulator, and the bank must respond within a set timeframe.
- You can also file with your state's banking regulator or attorney general's office if the problem involves state law violations or fraud.
- Keep detailed records of every transaction, conversation, and written communication related to the problem before you file.
File a complaint with your bank's internal process first
Your bank is required to have a complaint process, and you must use it before most regulators will take action. Contact your bank's customer service department and ask to file a formal complaint. Do not call the general customer service line—ask specifically for the complaints department or dispute resolution team. Some banks have this listed on their website under "complaints" or "customer service."
Submit your complaint in writing. Email, certified mail, or a written form through the bank's website all work, but written documentation is essential. Include the date the problem occurred, what happened, what you asked the bank to do, and what response you received. Attach copies of statements, emails, receipts, or any other evidence. Keep a copy for yourself and note the date you sent it.
The bank must send you a written response. Federal law requires banks to acknowledge your complaint and provide a substantive response. For most complaints, this takes 30 days. For some mortgage-related complaints, the timeline is longer. If the bank denies your complaint or doesn't respond, you can then file with a regulator.
File a complaint with the CFPB if the bank doesn't resolve it
The Consumer Financial Protection Bureau accepts complaints about checking accounts, savings accounts, debit cards, credit cards, mortgages, loans, and other banking products. You can file online at consumerfinance.gov/complaint, by phone at 855-411-2372, or by mail to Consumer Financial Protection Bureau, Attn: Complaint, 1700 G Street NW, Washington, DC 20552.
When you file, describe what happened, what the bank did or didn't do, and what you want the bank to do to fix it. Include the date the problem started, the amount of money involved, and any account numbers or transaction details. Attach copies of statements, emails, letters, or other documents that support your complaint. The CFPB will send your complaint to the bank and ask for a response within 15 days.
The bank must respond to the CFPB, and you will receive a copy of their response. If you disagree with what the bank says, you can send a rebuttal to the CFPB. The CFPB publishes complaints and responses on their public database, which can pressure banks to take complaints seriously. However, the CFPB does not have the power to force a bank to refund your money or reverse a transaction—that power belongs to the bank or a court.
File with your state banking regulator or attorney general for fraud or state law violations
If your complaint involves fraud, identity theft, or a violation of state consumer protection law, you can also file with your state's banking regulator or attorney general. Most states have a banking division within the Department of Financial Services or a similar agency. Your state attorney general's office also investigates consumer complaints and can take action if the bank violated state law.
Contact your state attorney general's office first—they usually have an online complaint form and can tell you whether your issue falls under their jurisdiction. If it does, they will investigate and may take action against the bank. State regulators can impose fines, require the bank to change practices, or order restitution to harmed customers.
Understand what regulators can and cannot do
Regulators can investigate your complaint, require the bank to respond, and take enforcement action against the bank if they find violations. They can impose fines, require the bank to change its practices, or order the bank to pay restitution to customers. However, regulators cannot force a bank to refund your money in individual cases or reverse a transaction on your behalf. That power belongs to the bank or a court.
If the bank refuses to refund money you believe you are owed, you may need to pursue a civil claim in small claims court or with a lawyer. Small claims court is faster and cheaper than regular court, and you do not need a lawyer. The limit varies by state, usually between $5,000 and $25,000. If the amount is larger, you may need to hire a lawyer or file in regular court.
Gather documentation before you file
The strength of your complaint depends on the evidence you provide. Collect and organize everything related to the problem: account statements, transaction records, emails, letters, receipts, screenshots, and notes of phone conversations. Write down the date, time, and name of any bank employee you spoke with. If you called the bank, note what they said and what they promised to do.
Create a timeline of events showing when the problem started, what you reported to the bank, and when. This helps regulators understand the sequence and shows whether the bank had a reasonable opportunity to fix the problem. If the bank made a promise in writing, highlight it. If they made a promise verbally, note the date and the employee's name.
Know the difference between a complaint and a dispute
A complaint is a problem with how the bank treated you or a service failure—for example, the bank charged you a fee you didn't authorize, closed your account without notice, or refused to correct an error on your statement. A dispute is a disagreement about a specific transaction—for example, you claim you didn't make a purchase or a merchant charged you twice.
If your issue is a transaction dispute, you may have different rights. For debit card transactions, you have the right to dispute unauthorized charges under federal law, and the bank must investigate within a set timeframe. For checking account errors, you can request a correction under the Electronic Funds Transfer Act. These disputes follow different timelines and procedures than complaints. If you're unsure whether your issue is a complaint or a dispute, file it as a complaint and the bank will route it correctly.
Frequently Asked Questions
How long does it take for a regulator to investigate my complaint?
The CFPB requires banks to respond within 15 days, but the bank's response is not the same as a full investigation. The CFPB reviews complaints to identify patterns and may open a formal investigation if many customers report the same problem. A formal investigation can take months or longer. State regulators vary, but most aim to respond within 30 to 60 days.
Can I file a complaint if I'm not the account holder?
You can file a complaint about a bank's practices or policies, but if the complaint involves a specific account, you usually need to be the account holder or an authorized representative. If someone else's account is involved, that person should file the complaint themselves, or you can file on their behalf if you have power of attorney or written permission.
What if the bank says the problem is my fault?
If the bank denies your complaint and says you caused the problem, you can still escalate to a regulator. Provide evidence showing what happened and why you believe the bank is responsible. Regulators will review both your account of events and the bank's response and make their own information. You can also pursue a civil claim in court if the amount is large enough.
Do I need a lawyer to file a complaint?
No. You can file a complaint with the CFPB, your state regulator, or your attorney general without a lawyer. The process is designed for consumers to use on their own. You only need a lawyer if you decide to sue the bank in court, and even then, small claims court does not require one.
What happens if the bank ignores the regulator's request for a response?
If a bank ignores a regulator's request, the regulator can take enforcement action, including fines and orders to change practices. However, this does not automatically mean you will get your money back. The regulator's goal is to may support the bank complies with the law going forward, not necessarily to compensate individual customers. If you need money back, you may need to pursue a separate civil claim.