Office of the Comptroller of the Currency Publishes Brochure For Spanish-Speaking Customers of National Banks

WASHINGTON – The Office of the Comptroller of the Currency announced today that it is publishing Spanish-language materials explaining the agency’s consumer assistance programs.

The new brochure presents information about how the agency can answer questions, offer guidance, and help resolve complaints about national banks and their subsidiaries.

The first step, according to the brochure, is to try to resolve a complaint with the bank or its subsidiary before contacting regulatory agencies.  If the issue cannot be resolved directly or if the customer is unsure whether a complaint involves an OCC-regulated organization, Spanish-speaking Customer Assistance Specialists are available to help.

General inquiries about banking laws or practices often can be answered by phone or email.  Individual complaints usually require additional information from the bank customer and the institution.  If the issue cannot be resolved during the call, individuals may submit a formal written complaint or inquiry.  The OCC specialist will explain the process, assign a case number and list what information should be provided.

The OCC regulates only national banks and their operating subsidiaries, not all types of financial institutions. If an issue involves a bank or institution not regulated by the OCC, it will be referred to the appropriate agency and the customer will be notified.  Some complaints stem from factual or contract disputes between customers and their banks. Only a court of law can resolve those disputes and award damages.

National bank customers can reach the OCC Customer Assistance Group by calling 1-800-613-6743, Monday - Thursday, 9:00 a.m. to 4:00 p.m., Central Time, and on Friday, from 9 a.m. to 3 p.m. or by email to Customer.Assistance@occ.treas.gov.

For more information in English visit https://www.occ.gov.

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