Office of Consumer Protection

Office of Consumer Protection
Established in 2010, the Office of Consumer Protection (OCP) within the National Credit Union Administration (NCUA) exists to further safeguard Americans who belong to federal credit unions and the overwhelming majority of state-chartered credit unions. OCP’s mission is to empower you with the knowledge necessary to make smarter financial decisions for a stronger, brighter future.

The Office of Consumer Protection includes the Division of Consumer Affairs, the Division of Consumer Compliance Policy and Outreach, and the Divisions of Consumer Access.

The Division of Consumer Affairs is responsible for member complaints, congressional inquiries, interagency coordination on consumer protection issues, and the website and microsite Pocket Cents.

The Division of Consumer Compliance Policy and Outreach is responsible for consumer compliance policy and rulemaking, fair lending examinations, interagency coordination on consumer compliance issues, and financial literacy and outreach programs.

The Division of Consumer Access is responsible for chartering, charter conversions, bylaw amendments, field of membership expansions, low income credit union designations, and share insurance inquiries.

For more information on the Office of Consumer Protection, see NCUA’s Letter to Credit Unions 11-CU-17. & Pocket Cents

Financial education is a lifelong process, from teaching young people sound savings habits to helping adults plan for retirement. and Pocket Cents provide consumers with the information needed to make better financial decisions for their lifestyles and goals.

Examples of the information provided include:


NCUA Consumer Assistance Center

The NCUA Consumer Assistance Center is available to help answer questions or resolve issues you may have with your credit union regarding consumer compliance issues. Please be sure to contact your credit union first to attempt to correct the problem. You can do this over the phone, in person or in writing. If you believe the credit union's staff is unresponsive to your inquiry or complaint, address your concerns in writing to the president or chief executive officer of the credit union, or the credit union’s supervisory committee.

If you are unable to reach a resolution, you may contact the NCUA Consumer Assistance Center for help. NCUA’s role in the member complaint process is to facilitate the investigation. However, it is not NCUA’s role to arbitrate a disagreement between a complainant and a credit union. If a case is opened, the Division of Consumer Affairs staff will investigate the matter and coordinate a resolution between the credit union and you.

What types of matters can NCUA investigate on behalf of a member? 

The NCUA can only investigate matters that involve federal consumer protection laws or regulations for which we have enforcement authority. Any investigations which result in documented violations of federal law will be addressed in accordance with the prescribed guidelines or requirements of that federal law or regulation.

What types of matters can NCUA not investigate on behalf of a member?

The NCUA cannot investigate:

  • Mortgage modifications
  • Short sales 
  • Foreclosures
  • Automobile repossessions
  • Credit report disputes
  • Loan decisions or denials
  • Bankruptcies
  • Fraud or identity theft
  • Customer service issues (for example, poor experience with credit union staff)
  • Contractual or legal matters, or matters that have been or are in the process of being litigated.

Note: NCUA cannot represent consumers in settling claims or recovering damages. However, if your complaint brings a violation to our attention, we will take steps to ensure the credit union complies with applicable laws and regulations. As a regulator, NCUA does not own, operate, or control credit unions, nor do we establish their operating policies and procedures. We cannot dictate the range of services they offer. NCUA also cannot offer legal or accounting assistance.

Your Savings Are Federally Insured

NCUA protects your deposits at federal credit unions with the National Credit Union Share Insurance Fund (NCUSIF). This fund is backed by the full faith and credit of the U.S. Government. Your deposits are insured up to $250,000. Click here for more information.

Quick Fact: Your federally insured credit union is required to display the NCUA Share Insurance logo (pictured to the right) wherever you conduct transactions. It is to remind you that your funds are protected.

Financial Literacy and Outreach

In addition to and Pocket Cents, NCUA participates in several partnerships and initiatives that encourage and empower you to make smarter financial decisions. Many of the outreach efforts are national, collaborative campaigns composed of government and private entities. See what we are involved with below:

  • America Saves Week
  • American Savings Education Council
  • Annual Conference on Financial Literacy
  • Financial Literacy Month
  • Education–NCUA−FDIC Partnership
  • Financial Literacy and Education Commission
  • Financial Literacy Day on Capitol Hill
  • Financial Literacy Leadership Conference

  • Governmental Affairs Conference
  • International Credit Union Day
  • Military Saves Week
  • Money Smart Week
  • National Credit Union Youth Week
  • National Consumer Protection Week
  • National Strategy on Financial Literacy
  • National Savings Forum
  • USDA Cooperative Day