Customer Assistance Brochure

OCC

Description

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. .