1) What you can expect from us
• We will confirm receipt of your
complaint.
What to do if you have a
question or complaint about a
national bank
• We will assign you a unique case
number.
If you have a question or concern about
your national bank, follow these steps:
1. Contact your bank directly first.
Banks are best equipped to resolve
your concerns.
• We will contact your bank on your
behalf for a response. We will
forward your complaint to the proper
authority, if your financial institution is
not a national bank.
2. Check “Get Answers” at
HelpWithMyBank.gov
which answers the most common
questions asked by national bank
customers.
• We will send you a letter summarizing
the results.
3. Contact the OCC by:
• Web
HelpWithMyBank.gov
OCC Customer Assistance Group
1301 McKinney Street, Suite 3450
Houston, Texas 77010-9050
Web
HelpWithMyBank.gov
Phone
800-613-6743
For more about the OCC, visit
occ.gov
2009
• Fax
713-336-4301
• Mail
Office of the Comptroller of the Currency
Customer Assistance Group (CAG)
1301 McKinney Street, Suite 3450
Houston, Texas 77010-9050
• Toll-free phone
800-613-6743
Monday–Friday
8 a.m. to 8 p.m. (ET)
2) Office of the Comptroller
of the Currency
The Office of the Comptroller of the
Currency (OCC) exists to:
• Ensure the safety and soundness of the
national banking system.
• Foster competition by allowing banks to
offer new products and services.
• Improve the efficiency and effectiveness
of OCC supervision, for example, by
reducing regulatory burden.
• Ensure fair and equal access to financial
services for all Americans.
As part of this mission, the OCC also assists
customers of national banks and operating
subsidiaries with questions and concerns
about their banks.
Office of the Ombudsman
Customer Assistance Group
HelpWithMyBank.gov
OCC’s Office of the Ombudsman serves
three important functions:
The OCC Customer Assistance Group
(CAG) helps customers resolve issues
with national banks and their operating
subsidiaries. Trained professionals answer
questions and provide informal guidance.
HelpWithMyBank.gov provides answers to
common questions drawn from thousands of
calls made to the OCC Customer Assistance
Group each year.
• Administers the National Bank Appeals
Process.
• Conducts the Bank Examination
Questionnaire.
• Operates the Customer Assistance
Group.
The Office of the Ombudsman operates
independently of the agency’s bank
supervision function and is committed
to the core principle of timely and fair dispute
resolution.
The Customer Assistance Group:
• Assists customers of national banks
and their operating subsidiaries who
have complaints or other issues
related to applicable banking laws and
regulations.
• A list of national banks and their
operating subsidiaries.
• Provides an avenue to offer informal
consumer education on banking and
the use of credit.
• Instructions on how to file a complaint
and the information you need to include.
• Answers questions and provides
guidance related to banking laws,
regulations, and practices.
• Consumer advisories on banking
trends and practices.
• Maintains OCC’s customer-focused
Web site, HelpWithMyBank.gov.
Our goal in building
HelpWithMyBank.gov
was to build a site that makes it
easier for people to get answers
and submit concerns about their
bank because we are committed
to ensuring fair access to financial
services and equal treatment for
national bank customers.
The site also provides information that
includes:
• Whom to contact if your financial
institution is not a national bank.
• A dictionary of banking terms.