How to File a Complaint Against Your Bank or Credit Union

If you feel that you’ve been treated unfairly by your bank or credit union, you may want to try to resolve the issue directly with the institution. But if you reach a dead end, then filing a formal complaint with a government agency is an option to consider.

Here’s more on how to file a complaint against a bank or credit union.

How to file a complaint against your bank

Start with your bank

Generally, try to clear up issues directly with your bank or credit union because this can lead to a faster resolution. Still, if your issue is not resolved or you feel that you are being treated unfairly, filing a complaint might be best. 

Read more about the complaint submission process below.

Submit a complaint with the appropriate government agency

If you’re ready to submit a formal complaint, the first step is to identify your bank’s regulatory agency. You can locate it using the Federal Deposit Insurance Corp. (FDIC) BankFind Suite tool.

The complaint submission process varies by regulatory authority, but it typically involves gathering relevant documents, including account statements and correspondence from the bank. 

When submitting your complaint, aim to be clear and concise. Provide key details about what happened, such as the nature of the incident, the date it occurred and the name of your bank.

Here is a brief look at how to submit complaints at several key agencies:

Consumer Financial Protection Bureau (CFPB)

The CFPB has supervisory authority over banks and credit unions that have more than $10 billion in assets. You can submit a complaint online or by phone for several types of financial products, including:

• Checking and savings accounts
• Credit cards
• Mortgages
• Payday loans
• Personal loans
• Auto loans and leases

When you file a complaint through the CFPB, the bank will usually respond in 15 days and send you a final decision about your complaint in 60 days.

FDIC

The FDIC investigates complaints made against FDIC-supervised banks. You can submit a complaint online through the FDIC Information and Support Center or by mail. Once you make a complaint, the FDIC will assign you a case number and acknowledge your complaint within 14 days. 

You should receive a response within 60 days of acknowledgment of your complaint, but the review may take up to 120 days if your complaint involves allegations of lending discrimination.

Federal Reserve

You can also file a complaint through the Federal Reserve’s consumer complaint form. You’ll need to provide basic details about yourself, including your name, address and information about your bank, as well as the nature of your complaint. 

Office of the Comptroller of the Currency (OCC)

The OCC helps investigate complaints against national banks, federal savings associations, federal branches and agencies of foreign banks. You can submit a complaint through the OCC’s online form. You will receive a case number within two business days.

How to file a complaint against your credit union

You can file a complaint against your credit union using the National Credit Union Administration (NCUA) online consumer complaint form. You can also mail or fax the form to NCUA’s Consumer Assistance Center. 

Once you submit a complaint, you will receive an acknowledgment and case number. If the credit union resolves your complaint within 60 days, the NCUA will close your case.

When to file a complaint

You may want to consider filing a complaint against your bank or credit union if:

• You feel that you’ve been treated unfairly or misled.
• You feel that you’ve been discriminated against during the lending process.
• Your bank or credit union violated a federal consumer protection law or regulation.
• You’ve tried addressing the problem with your financial institution and haven’t gotten anywhere.

When you probably shouldn’t file a complaint

Some instances where you may want to think twice about filing a complaint include:

• Your complaint is part of a pending lawsuit.
• Your complaint is related to a contract dispute.
• The complaint concerns a factual dispute between you and your financial institution.
• The complaint is related to disagreements about specific bank or credit union policies that aren’t addressed under federal law or regulation.

Frequently asked questions

What federal agency investigates banks and credit unions?

Several federal agencies investigate complaints about banks, including the CFPB, FDIC, OCC and Federal Reserve. Credit unions are primarily overseen by the NCUA.

Why would you file a complaint against a bank or credit union?

You might want to consider filing a complaint against your bank or credit union if you believe that you have been treated unfairly, misled or discriminated against.

Can I file a lawsuit against my bank?

Filing a lawsuit against your bank is usually not an option. This is because most bank contracts include arbitration clauses that may limit or prevent your ability to take immediate legal action. In some cases, you may be able to sue your bank in small claims court. If you’re considering this path, consult with an attorney to help you understand your options.