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Dispute Resolution

The OCC's ombudsman oversees the appeal program for national banks, federal agencies and branches, and federal savings associations (collectively referred to as "banks") and the consumer complaint process. The bank appeals process provides an alternative avenue for banks to resolve concerns they are otherwise unable to solve through bank supervision channels. Consumer complaints are handled by the agency's Customer Assistance Group when consumers cannot resolve issues with their bank directly. More information about consumer complaints and answers to common consumer questions is available at

Related News and Issuances
Publish DateIdentifierTitle
06/07/2013  OCC 2013-15, Bank Appeals Process: Guidance for Bankers
05/28/2008  NR 2008-59, OCC and Idaho Agree to Share Consumer Complaints
10/15/2007  NR 2007-111, Comptroller Dugan Tells Conference that Consumers Will Benefit From More Unified Interagency Approach to Complaint Handling