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and procedures that are a matter of management discretion and are not addressed by federal laws and regulations. In such cases, theinstitution may work with you directly toreach resolution. However, we may advise youto obtain legal counsel regarding your rightsto resolve the matter.

Where To CallYou may also contact the Office of ThriftSupervision in Washington, D.C. Our toll freeConsumer Inquiry number is 1-800-842-6929.TTY Users should call through Federal Relayat 1-800-877-8339. Monday-Friday, 8:00am5:30pm eastern standard time.We can bereached on the web at www.ots.treas.g

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and by email at consumer.complaint@ots.treas.g

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If your complaint involves an institution notregulated by the OTS, please contact one ofthe following agencies described below.State-chartered banks that are members of theFederal Reserve System are supervised by their statebanking regulator and their primary federal regulator:

B

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vern

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Division of Consumer and Community Affairs20th and C Streets, NWMail Stop 801 (202) 452-3693Washington, DC 20551 www.federalreser

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State-chartered banks, including state savings banksthat are not members of the Federal Reserve Systemare supervised by their state banking regulator andtheir primary federal regulator:

Federal Dep

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Consumer Response Center

X The type of account (e.g., checking, savings,

certificate of deposit, money market, creditcard) and account numbers, if applicable

X Copies (not originals) of relevant correspondence or documents What We Will DoOTS will investigate complaints against thriftinstitutions. Complaints are reviewed to ensurecompliance with federal consumer protectionlaws and regulations, including those that prohibit discrimination. Complaints alleging discrimination in residential real estate loans arecovered by the Fair Housing Act and are sharedwith the U.S. Department of Housing and UrbanDevelopment.First, we will send you an acknowledgement letter that will include the case number assignedto your complaint. You should reference thisnumber if you contact us with questions regarding your complaint. Next, we will contact theinstitution to investigate the issues raised inyour complaint and to request a writtenresponse. OTS staff will analyze the institution’sresponse to ensure that your concerns havebeen addressed. You will then be provided awritten response to your complaint, generallywithin 60 days. The OTS will inform you of anyviolations of federal consumer protection lawsor regulations and any corrective action an institution has been directed to take.Although the OTS handles complaints involvingthe institutions we regulate, please be aware thatthe OTS does not have the authority to resolvecontractual disputes, undocumented factual disputes between a customer and a savings institution, or disagreements about institution policies