Complaint Process​

If you have a complaint, first, try to resolve the problem directly with your credit union. This may involve contacting the credit union's customer service department, senior credit union management, or supervisory committee. If you cannot resolve the issue with your credit union, you can contact NCUA for help by completing the online NCUA Consumer Assistance Form or the PDF version. If your complaint involves more than one issue or credit union, you will need to submit a separate complaint form for each. Once the form has been received you will receive an acknowledgement and additional information from NCUA’s Consumer Assistance Center.

    

1File a complaint: The complaint process begins when you submit a written complaint to the Consumer Assistance Center.

2Consumer Assistance Center Review: Upon receiving your complaint the Consumer Assistance Center will send you an acknowledgment that includes a case number. Thereafter, we will determine whether your complaint involves matters within NCUA's enforcement authority. If your complaint falls outside of our authority, we will notify you that your case has been referred to the appropriate federal or state regulator for handling.

3Forwarded to Credit Union for Attempted Resolution: If your complaint involves a federal financial consumer protection regulation that NCUA enforces, we will forward it and any documents to the credit union for its review. The credit union may attempt to resolve your complaint within 60 calendar days of receiving your complaint. In the event that the matter is resolved and the credit union confirms this in writing to both you and the Consumer Assistance Center within the 60-day time period, the Consumer Assistance Center will close your case.

4Consumer Assistance Center Investigation​: We may begin a formal investigation of the matter, if:

  • The Consumer Assistance Center does not receive any written response about your complaint from the credit union within the 60-­-day time period;
  • The credit union notifies the Consumer Assistance Center in writing that it has been unable to resolve your complaint; or
  • You dispute the cred​it union’s assertion that your complaint has been resolved by contacting the Consumer Assistance Center in writing within 30 calendar days of the date of the credit union's response letter to you.

 

 

How We Can Help – Complaints

The Consumer Assistance Center assists consumers in resolving disputes with credit unions and providing information about federal financial consumer protection and share insurance matters. NCUA’s Consumer Assistance Center is responsible for addressing consumer complaints involving federal credit unions with total assets up to $10 billion, and in certain instances, federally insured state-chartered credit unions. Complaints involving matters that do not fall within NCUA’s purview are forwarded to either the appropriate state supervisory authority or federal regulator for disposition.

 

Before You Submit a Complaint, Here’s What We Need

Collect the information you will need to provide in your complaint:

  • Your name, address, email (if you have one) and telephone number.
  • The full name and address of the credit union involved in your complaint.
  • The names of those you dealt with at the credit union, including dates.
  • A copy of any written correspondence you have already had with the credit union regarding the issue at hand and any reply that you received.
  • A clear and detailed description of your complaint.
  • A brief description of what action you want the credit union to take to resolve the problem.
  • Legible copies of supporting documentation (if you have it). Do not send original statements or documents.

Do not include personal or confidential information, such as your social security, credit card, or account numbers. You should delete personal or confidential information from the information you share with NCUA.

 

What is a Credit Union Supervisory Committee?

What is a credit union supervisory committee?

Part 715 of the NCUA Rules and Regulation defines a supervisory committee consistent with Section 111(b) of the Federal Credit Union Act, 12 U.S.C. 1786(r):

"The supervisory committee shall be appointed by the board of directors and shall consist of not less than three members nor more than five members, one of whom may be a director other than the compensated officer of the board..."

For some federally-insured, state chartered credit unions (FISCUs), the "audit committee" designated by state statute or regulation is the equivalent of a supervisory committee.

How can a credit union supervisory committee help you with your complaint?

Credit union supervisory committees play an essential role in reviewing members’ complaints. One of their responsibilities is to ensure member concerns and complaints are adequately resolved. They act in an impartial and independent manner to ensure that members are treated fairly. If a complaint identifies a policy or procedure that needs correction, they will often time work the credit union board of directors and credit union management to implement corrective changes.

 

What is the Consumer Financial Protection Bureau?

cfpb - Consumer Financial Protection Bureau 

The Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010 (Dodd-Frank Act) established the Consumer Financial Protection Bureau (CFPB). On July 21, 2011, the CFPB took over responsibility for handling certain consumer complaints against the nation's largest financial institutions (total assets more than $10 billion).

These currently include the following credit unions:

  • Navy Federal Credit Union
  • Pentagon Federal Credit Union
  • State Employees Credit Union (North Carolina)
  • Boeing Employees Federal Credit Union
  • SchoolsFirst Federal Credit Union

The CFPB also took over supervision of large non-bank entities, such as credit reporting agencies and debt collection companies.

To learn more about the CFPB and its responsibilities, click here.

To file a complaint with the CFPB, click here.

The NCUA Consumer Assistance Center will continue to help consumers find and connect with the proper federal regulator for state and federal credit unions, as well as, other financial institutions they have complaints about.

If you need assistance with filing a complaint, please contact us.

 

NCUA’s Authority and Privacy Statement


NCUA's Authority
Please note, NCUA does not have the authority to resolve every type of problem that may arise with a credit union. We are unable to resolve contract disputes or undocumented factual disputes between a consumer and a credit union. In these cases, we suggest that you contact an attorney. We cannot investigate matters that are the subject of a pending lawsuit or offer legal assistance. NCUA cannot represent consumers in settling claims or recovering damages. 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 and are unable to resolve complaints about customer service or disagreements over specific credit union policies and procedures not addressed by federal law or regulation.

Privacy
The information collected is solicited to provide the NCUA with data that is necessary and useful in reviewing requests received from individuals regarding their interactions with federal and federally insured credit unions. You are not required to give us this information. However, without such information, our ability to complete a review or to provide requested assistance may be hindered. It is intended that the information you provide to us will be used within NCUA and provided to the credit union that is the subject of your complaint or inquiry. As required by law, we may make additional disclosures of such information.

Do not include personal or confidential information such as your social security, credit card, or account numbers when corresponding with the CAC. If it is necessary to supply a document that contains personal or confidential information, the information should be redacted before the document is submitted to the CAC.

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