FDIC Consumer News
Winter 2015
Have a Complaint About a Bank? Here's How a Regulator Can Help
If you think you’re not being treated fairly by your bank, what should you do? As we have previously recommended in FDIC Consumer News, the quickest way to fix a problem is to go directly to the institution. But what if that does not help? Consider contacting the bank’s federal regulator.
“The FDIC receives thousands of complaints every year from customers seeking assistance,” said Kirk Daniels, a supervisor in FDIC’s Consumer Response Center. “For each complaint within our jurisdiction, we contact the institution to review its actions and compliance with federal consumer protection laws.”
Information collected through complaints is shared with FDIC staff to help identify potential risks for further review at upcoming examinations.
However, federal regulators cannot take action against a bank if it complied with applicable laws. Likewise, regulatory agencies cannot settle disputes over whether an institution complied with the terms of a loan or deposit contract, which is a private matter governed by state law. “We don’t have the authority to determine whose version of the events is more accurate,” added Daniels.
If you need help, you may start with the FDIC by calling toll-free 1-877-275-3342, completing a customer assistance form at www2.fdic.gov/StarsMail/index.asp, or writing to the FDIC Consumer Response Center, 1100 Walnut St., Box #11, Kansas City, MO 64106. If the FDIC is not the correct federal agency to handle your complaint, we will forward it to that agency or provide you the contact information.
For more information about resolving complaints, start with our article in the Spring 2012 FDIC Consumer News at www.fdic.gov/consumers/consumer/news/cnspr12/complaint.html.