What to Do If You Have a Complaint about Your Institution

• The best way to resolve a dispute with your institution is to meet with the institution's officials and explain your concern. In most cases there has been a misunderstanding between the customer and the institution which can be resolved with direct dialog between the parties. If you are unable to resolve the problem with the person you are dealing with, ask to see a customer service manager or the officer in charge of the area in which you are having problems. Financial institutions want to be good corporate citizens and will in most cases make every effort to satisfy a customer's concerns. However, financial institutions are in the business to make a profit for their stockholders as well as serve their community and must follow the policies and procedures established by their board of directors as well as following state and federal law.
  
  
• When you meet with the officials at the bank, have all of your facts and documents with you. Emotional arguments are not as persuasive as facts. If you believe the institution has made an error, bring in your documentation and show them where they have made a mistake.
  
  
• If you are unable to resolve your complaint with the institution and you believe they have violated the law, you may contact one of the following agencies:
  
  
• If the institution is a national bank (which has the word national in its name, for example, First National Bank) or N.A. after its name, you should contact the Comptroller of the Currency.
  
  
• If the institution is a state-chartered bank, contact the Illinois Department of Financial and Professional Regulation, Division of Banking or either the Federal Deposit Insurance Corporation or the appropriate Federal Reserve Bank (for institutions which are members of the Federal Reserve System).
  
  
• If the institution is a federal savings and loan association or federal savings bank (which has the word federal in its name, for example, First Federal Savings and Loan Association or F.S.B. after its name), you should contact the Office of Thrift Supervision.
  
  
• If the institution is a state-chartered savings and loan association or savings bank, you should contact the Illinois Department of Financial and Professional Regulation, Division of Banking or the Federal Deposit Insurance Corporation.

• Federal Credit Unions (the word Federal will be in the institution's name) are regulated by the National Credit Union Administration and complaints against them should be addressed to that agency.
  
  
• State-chartered Credit Unions are regulated by the Illinois Department of Financial and Professional Regulation, Division of Financial Institutions.
  
  
• The addresses and phone numbers of these government agencies are as follows: