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Dispute Resolution

The OCC's ombudsman oversees the appeals 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

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Related News and Issuances

11/16/2020 OCC 2020-100 Licensing Amendments: Final Rule
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