When we receive your written complaint or additional documentation that was requested by one of our customer assistance specialists, we will send you an acknowledgment and assign your case to a customer assistance specialist. They will research your complaint and contact the bank for an explanation of what happened. The specialist may request that you provide additional documentation and will identify exactly what it is that they might require. The OCC will notify you after the bank responds. Complaints caused by bank error or misunderstanding are often resolved voluntarily by the bank.
Many complaints stem from factual or contract disputes between the bank and the customer.
Only a court of law can resolve those disputes and award damages. If we find that your case involves such a dispute, we will suggest that you consult an attorney for assistance. If your complaint involves a bank or other institution not regulated by the OCC, we may refer it to another agency. We will notify you if we do so. You should not have to resubmit your complaint or accompanying documentation.