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Get answers to banking questions

Consumer Protection provides answers and assistance to customers of national banks. The site includes answers to common questions and helps walk people through the process of contacting the OCC for additional assistance.

Información para el Consumidor


Ensuring fair access and equal treatment to national bank customers is a fundamental part of the OCC's mission. OCC bank examiners evaluate compliance with consumer laws and regulations, and the agency takes enforcement actions when necessary. OCC customer service representatives assist national bank customers with questions and complaints, and the agency provides advisories and public service announcements to help consumers understand their rights, banking rules, and the risks associated with products and practices.

For answers to banking questions and how to file a complaint regarding national bank activities, visit OCC’s consumer-focused Website,

The Office of the Comptroller of the Currency will continue to process questions and complaints concerning consumer issues within the jurisdiction of the OCC through our Consumer Assistance Group (CAG) and will continue to send misdirected complaints it receives to the appropriate federal or state regulator. In addition, we will process complaints involving national banks and federal savings associations with more than $10 billion in assets on behalf of the CFPB, while the CFPB builds its capacity to handle complaints. Under this approach, the CFPB will begin by handling credit card related complaints involving national banks and federal savings associations with assets of $10 billion or more and will expand its complaint process to other products and services offered as the new bureau builds that capacity through March 2012.  Consumers can contact the bureau through its Website,, or by phone at 855-411-2372. Consumers may use the FFIEC site to identify a financial institution's primary regulator, or may use the FDIC institution directory to identify which institutions have more than $10 billion in assets.

Should you have a specific problem with a financial institution other than a national bank, contact the customer assistance groups of these organizations:

Related News and Issuances
Publish DateIdentifierTitle
06/19/2019  OCC 2019-28, Mortgage Lending: Risk Management Guidance for Higher-Loan-to-Value Lending Activities in Communities Targeted for Revitalization
05/07/2019  OCC 2019-22, Real Estate Settlement Procedures Act: Revised Comptroller's Handbook Booklet and Rescissions
04/29/2019  OCC 2019-21, Fiduciary Regulations; Non-Fiduciary Custody Activities: Advance Notice of Proposed Rulemaking