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Home
Banking
Banking Education
Deposit Insurance Definitions
How to File a
Complaint
Before writing or calling the Federal
Reserve, we encourage consumers to try to settle the problem with
the financial institution first. This may involve directly
contacting senior bank management or the bank's customer service
representative for assistance. If you are still unable to resolve
the problem, you may file a written complaint with the Federal
Reserve including the following information:
- Your name, address
and daytime telephone number, including area code;
- Name and address of the bank
involved in your complaint or inquiry;
- Your bank or credit card account
number;
- The name of the person you
contacted at the bank, along with the date, if applicable;
- Description of the complaint.
State what happened, giving the dates involved and the names of
those you dealt with at the bank. Include copies of any letters or
other documents that may help us to investigate your complaint.
Please do not send original documents, copies are preferred; and
remember to sign and date your letter.
It's important to give us as much
information about the problem as possible; this will assist us in
providing a quicker response to you.
Where to
Send Complaints
Send your complaint to:
Board of Governors of the Federal
Reserve System
Division of Consumer and Community Affairs
20th and C Streets, N.W., Stop 801
Washington, DC 20551
For further information you may
call us at (202) 452-3693.
What Will the
Federal Reserve Do?
Consumer complaints filed against state member banks are
investigated by the 12 regional Federal Reserve Banks listed below.
Once we receive your complaint, it will be reviewed by our consumer
affairs staff who will contact the bank about your concern. The
Reserve Bank will investigate each issue raised in your letter and
ask the bank involved for information and records in response to
your complaint. If additional information is needed, we will contact
you by telephone or in writing. The Reserve Bank will analyze the
bank's response to your complaint to ensure that your concerns have
been addressed and will send a letter to you about our findings. If
the investigation reveals that a federal law or regulation has been
violated, we will inform you of the violation and the corrective
action the bank has been directed to take.
Although the Federal Reserve
investigates all complaints involving the banks it regulates, it
does not have the authority to resolve all types of problems. For
example, we are unable to resolve contractual disputes, undocumented
factual disputes between a customer and a bank, or disagreements
about bank policies and procedures. These matters are usually
determined by bank policy and are not addressed by federal law or
regulation. In many instances, however, by filing a complaint a bank
may voluntarily work with you to resolve your situation. If,
however, the matter is not resolved, we will advise you whether a
violation of law has occurred or whether you should consider legal
counsel to resolve your complaint.
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