Where to send your complaint depends on what went wrong and which regulator oversees your bank
Your bank's complaint department is the first stop, but if they do not respond or you disagree with their answer, you have the right to escalate to a federal regulator. Which regulator handles your complaint depends on your bank's charter type. National banks and federal savings associations answer to the Office of the Comptroller of the Currency (OCC). State-chartered banks that are members of the Federal Reserve answer to the Federal Reserve. State-chartered banks that are not Federal Reserve members answer to the Federal Deposit Insurance Corporation (FDIC). Credit unions answer to the National Credit Union Administration (NCUA). If you cannot determine your bank's charter type, call the bank directly and ask, or look it up on the FDIC's BankFind tool.
You can also file with the Consumer Financial Protection Bureau (CFPB), which accepts complaints about deposit accounts, credit cards, mortgages, and other consumer financial products. The CFPB does not resolve individual disputes but forwards your complaint to the bank and publishes complaint data. Many people file with both their bank and the CFPB at the same time.
Key Takeaways
- Start by filing a written complaint with your bank's complaint department; most banks have 30 days to respond, though some take longer.
- If your bank does not respond or you disagree with the outcome, escalate to the appropriate federal regulator based on your bank's charter type.
- The CFPB accepts complaints about consumer banking issues and forwards them to your bank; you can file there even if your bank has already responded.
- Keep copies of all correspondence, account statements, and transaction records that support your complaint.
- If your complaint involves fraud or unauthorized transactions, also file a report with your local police or the FBI's Internet Crime Complaint Center.
File a complaint with your bank first
Contact your bank's customer service line or visit a branch and ask to speak with someone in the complaints department. You can also write a letter to the bank's complaint address, which is usually listed on your statement or the bank's website. Be specific: describe what happened, when it happened, what account it involves, and what you want the bank to do to fix it. Include copies of relevant documents—transaction records, emails, screenshots of online banking, cancelled checks, anything that supports your version of events. Do not send originals; keep those for yourself.
Most banks have 30 days to acknowledge your complaint and 60 days to respond with an answer. Some take longer, especially if your complaint is complex. Ask the bank for a timeline when you file. If the bank does not respond within the stated timeframe, or if you disagree with their response, you can escalate to a regulator.
Escalate to your bank's federal regulator
Once you know which regulator oversees your bank, contact them with a copy of your complaint and the bank's response (if you received one). You do not need a lawyer to file. Include the same supporting documents you sent to the bank.
| Bank Type | Regulator | How to File |
|---|---|---|
| National bank or federal savings association | Office of the Comptroller of the Currency (OCC) | Mail: OCC Customer Assistance Group, 400 7th Street SW, Washington, DC 20219. Online: occ.gov/customer-assistance |
| State-chartered bank, Federal Reserve member | Federal Reserve | Online: federalreserve.gov/consumerscomplaint. Mail address varies by district; check the website for your region. |
| State-chartered bank, not a Federal Reserve member | Federal Deposit Insurance Corporation (FDIC) | Online: fdic.gov/about/contact/consumer-complaint. Mail: FDIC Consumer Complaint Center, 1100 Walnut Street, Box #11, Kansas City, MO 64106 |
| Credit union | National Credit Union Administration (NCUA) | Online: ncua.gov/consumers/file-complaint. Mail: NCUA Office of Consumer Protection, 1775 Duke Street, Alexandria, VA 22314 |
The regulator will forward your complaint to the bank and ask for a response. You will receive updates as the process moves forward. Regulators do not typically award money or overturn the bank's decision, but they do investigate whether the bank violated consumer protection laws. If the regulator finds a violation, it can order the bank to correct the problem, refund money, or change its practices.
File a complaint with the Consumer Financial Protection Bureau
The CFPB accepts complaints about checking accounts, savings accounts, credit cards, mortgages, auto loans, student loans, and other consumer financial products. You can file online at consumerfinance.gov/complaint, by mail, or by phone at 855-411-2372. The CFPB will send your complaint to the bank and give them 15 days to respond (or longer in some cases). You will see the bank's response on your complaint page.
The CFPB publishes complaint data on its website, which means your complaint becomes part of a public record that other consumers and regulators can see. This does not identify you by name, but it does show the nature of the complaint and the bank's response. Filing with the CFPB does not prevent you from filing with your bank's regulator or taking other action.
What to do if your complaint involves fraud or unauthorized transactions
If someone used your account without permission or you believe you are a victim of fraud, file a police report with your local police department or the FBI. For online fraud, you can also file a report with the Internet Crime Complaint Center (IC3) at ic3.gov. Provide the police or FBI with the same documentation you gave your bank: transaction records, account statements, and any communication with the person who committed the fraud.
Report unauthorized transactions to your bank immediately by phone, not email. Under federal law, your liability for unauthorized transactions is limited to $50 if you report within 60 days of receiving your statement. If you wait longer, your liability can be higher. Ask your bank to reverse the unauthorized transactions and issue you a new debit card or account number.
Keep records of everything
From the moment you discover the problem, save every piece of communication: emails from the bank, letters you send, phone call dates and times, names of people you spoke with, account statements, transaction records, screenshots, and anything else related to your complaint. Create a folder on your computer or keep physical copies in a file. This documentation is your proof if the complaint goes to a regulator or if you need to pursue legal action.
Write down the date, time, and name of every person you speak with at the bank. If you call, ask for a reference number for the call. If you visit a branch, ask for a receipt or confirmation that your complaint was filed. These details matter if you need to prove you contacted the bank and when.
What happens after you file
Your bank must respond to your complaint, though the timeline varies. If you filed with a regulator, expect the process to take several weeks or months. The regulator will investigate whether the bank broke any rules. If the bank violated consumer protection law, the regulator can order it to refund money, correct errors, or change its practices. If the regulator finds no violation, they will close the complaint.
If you disagree with the outcome and believe the bank or regulator made an error, you have other options. You can consult a lawyer about filing a lawsuit, though this is expensive and time-consuming. You can also file a complaint with your state's attorney general or banking regulator. Some states have their own consumer protection agencies that handle banking complaints.
Frequently Asked Questions
How long does it take to get a response from my bank?
Most banks have 30 days to acknowledge your complaint and 60 days to respond with a decision. Some take longer if your complaint is complex or involves multiple accounts. Ask the bank for a specific timeline when you file. If they do not respond within the stated timeframe, escalate to their federal regulator.
Can I file a complaint if I do not have a written response from the bank yet?
Yes. You can file with a regulator or the CFPB even if your bank has not responded or if you are still waiting. Include a copy of your complaint to the bank and explain that you have not received a response. The regulator will contact the bank on your behalf.
Will filing a complaint hurt my credit score?
No. Filing a complaint with your bank, a regulator, or the CFPB does not appear on your credit report and does not affect your credit score. Your bank cannot close your account or retaliate against you for filing a complaint.
What if the bank says the problem is my fault?
If you disagree with the bank's explanation, escalate to a regulator. Provide documentation that supports your version of events. The regulator will investigate independently and determine whether the bank followed the law, regardless of who the bank says was at fault.
Do I need a lawyer to file a complaint?
No. You can file a complaint with your bank, a regulator, or the CFPB without a lawyer. However, if your complaint involves a large amount of money or you believe you have a legal claim, consulting a lawyer may help you understand your options.