How to File a Complaint Against a Bank

Banks can feel intimidating. If you believe a bank has treated you unfairly, the idea of trying to get your money back can be scary. While it might seem impossible to stand up to such a powerful organization, several government agencies are ready to help you. These agencies make it easier for you to take action and fight for what’s fair. In this article, we guide you on how to file a complaint against the bank and additional steps you can take. Just keep in mind as you navigate the complaint process to not miss the deadline to later file a lawsuit if your complaint doesn’t get resolved in time (a complaint generally doesn’t delay the deadline to file a lawsuit). 

There are many possible reasons to file a complaint against a bank; below are some of the most common:

• Depositing Errors. You took cash to deposit via the Bank’s ATM, but the ATM miscalculated how much you deposited. 

• Fraudulent Check Cashing. A bank cashed a check that was forged. 

• Errors in Account Statements: Mistakes in account balances, incorrect transaction records, or unauthorized charges that weren’t properly addressed.

• Loan or Mortgage Issues: Problems with loan terms, high interest rates, hidden fees, unexpected changes in loan agreements, or difficulty with mortgage servicing.

• Fraud or Unauthorized Transactions: Unauthorized transactions, data breaches, or cases where the bank failed to prevent or address fraudulent activity on your account.

• Problems with Account Access: Restrictions on account access, freezing of funds without clear explanation, or unexpected account closures.

• Privacy Violations: Sharing or misusing your personal data without permission or not protecting your account information.

• Delays in Funds Availability: Delays in processing deposits, check clearing, or access to your funds when it was promised or expected sooner.

• Misleading Information or Marketing: Situations where the bank advertises products, interest rates, or services in a misleading way.

• Unreasonable Denial of Services: Refusal to open accounts, approve loans, or provide services without a valid reason or with discriminatory practices.

Filing a complaint lets regulators know about these issues and helps prevent banks from taking advantage of customers. A complaint could lead to refunds, corrections to your account, or official investigations that prevent similar issues from happening to others. 

The following are the steps to take if you want to file a complaint against a bank.

Before filing a complaint against a bank, collect all important documents and information to help strengthen your complaint. 

• Review account statements or loan agreements. By carefully reviewing these items, you are confirming that you are right and the bank is in the wrong.

• Document All Communication. Keep records of all communications, meetings, and any relevant documentation. Try to have as much information as possible in writing, as this will be part of your evidence, should you need it. 

• Photographs and Screenshots. If applicable, take photos or screenshots to document any errors, discrepancies, or issues. For example, if you were charged incorrectly, a screenshot of your bank account showing the charge can be useful.

• Receipts and Proof of Payments. Keep receipts or proof of any payments made to the bank, whether they’re related to loan repayments, fees, or deposits. These records will strengthen your case if you’re disputing charges.

• Review the Bank’s Policies. Review the bank’s terms and conditions, as well as any disclaimers about their services. Understanding these policies will help you determine if the bank violated their own rules or if there were any exclusions that could impact your complaint.

Before filing a complaint, try and communicate directly with the bank about your concerns. This often clears things up. 

Start with informal outreach: Send an email or give them a call to explain your concerns. Keep records of all emails and texts, and take note of the dates and times for phone calls, along with a short description of the conversation (like "On February 3, 2025, at 1:30 PM, I called Mr. Smith to discuss the issue. He said he'd respond quickly").

• Try to resolve the issue directly with the bank first. Call their customer service or go to the branch.

• Explain the problem clearly and ask to speak with a manager if needed.

• Make sure to keep a record of who you spoke to, the date, and what was said.

• Gather any documents, like statements or emails, that support your complaint. You may need these when you file with a regulator or if further investigation is required.

How to contact some of the major banks: 

If informal outreach does not resolve your concerns, you may need to escalate to more formal communications, such as a demand letter. 

A demand letter is a formal letter that explains what happened and requests that the bank resolve the problem. Include details like account numbers (if necessary), a clear explanation of the problem, and any actions you expect the bank to take.

Here are some reasons why you should consider sending a demand letter to your bank:

1. A demand letter lets the bank know you are serious about the issue and prepared to take further action to resolve it. Often, simply sending a demand letter is enough to encourage a resolution.

2. If you file a small claims lawsuit against the bank, the judge may ask if you tried to resolve the issue outside of court. Sending a written demand letter provides a record of your attempt to settle the matter, which you can present as evidence. 

3. A demand letter also helps you organize your facts, document key events, and create a clear timeline. This makes it easier to stay consistent and factual as you work to resolve your complaint.

If the bank continues to ignore your requests even after you have tried communicating with them, consider also leaving reviews on all review platforms available like the BBB, Yelp, Trustpilot, and Google. Consumers tend to check reviews when engaging with different businesses and if the bank cares about their online reputation, then this may be a powerful avenue of getting your complaint resolved. 

Why is the Better Business Bureau important?

The BBB is a non-profit that serves as an intermediary between businesses and consumers. It’s not a government agency and cannot force a bank to resolve a disagreement with you. 

Reasons why some companies respond to BBB complaints 

• If the bank is accredited with the BBB and doesn't respond to a BBB complaint, its accreditation may be revoked, and the complaint becomes part of its BBB profile.

• If the bank is not accredited with the BBB, the complaint will become part of their BBB profile.

• BBB reviews provide other consumers with confidence when engaging with a bank. Banks do not want negative BBB complaints.

How to file a complaint with the Better Business Bureau (BBB):

1. Go to the Better Business Bureau website.

2. Scroll to the bottom of the page and click the button “File A  Complaint.”

What to Expect Once you Submit your Complaint to the BBB:

• The BBB will forward your complaint to the bank within 2 business days.

• The company will be asked to respond within 14 days, and if a response is not received, a second request will be made.

• You will be notified of the company’s response when the BBB receives it (or notified that they received no response).

• BBB may not act on your complaint.  Some users feel disappointed with the Better Business Bureau (BBB) for not taking stronger action on their complaints. The BBB’s main leverage is its ability to affect a business’s rating. However, if a business doesn’t value its BBB rating, it might not respond seriously or work to resolve customer complaints effectively. Here are some Reddit and Quora threads for BBB complaint process insights.

• Prepare Alternative Tools to the BBB Complaint.  We suggest sending an official demand letter alongside your BBB complaint and looking into the process of filing with a government agency. This approach can strengthen your case, as it shows the business you’re committed to resolving the issue.

Continue Reading: Is it worth filing a complaint with the BBB?

If the bank hasn’t resolved your complaint after you've tried contacting them directly, sending a demand letter, or leaving a complaint with the BBB, consider filing a complaint with a state or federal regulator.

There are several federal regulators that may have jurisdiction over your complaint. It can be hard knowing which is the “right” federal regulator, but once you file your complaint with one of them, they will either transfer your complaint to the right agency or let you know which agency has jurisdiction over your complaint.

Every state has an office or regulator dedicated to handling complaints about state-chartered banks. 

However, it is important to understand that these state agencies may not have the authority to take any action against the bank (each state’s legislature determines how much authority to give state agencies), and your only other option may be to file a lawsuit in small claims court or file a complaint with a federal agency.

Here are links to where you can file a complaint against a bank in each state:

If you have a complaint about a major bank or any financial institution, then it's possible that a Federal Reserve consumer complaint may be a good choice. This is because the Federal Reserve is a federal regulatory agency that has the authority over many consumer protection laws that banks have to follow. If the Federal Reserve finds that there is an agency that can better serve you, they will transfer the complaint to them to help you and other consumers. 

What is the Federal Reserve complaint process?

The Federal Reserve Consumer Help (FRCH) process is a service provided by the Federal Reserve to assist consumers in resolving issues with financial institutions, such as banks, credit unions, and loan servicers, especially those regulated by the Federal Reserve. 

Here’s a breakdown of how the process works:

1. Submitting a Complaint:

• Consumers can file complaints online through the Federal Reserve website, by phone, or by mail. When filing, you’ll provide details about the issue, including the type of product (e.g., loan, credit card), a description of the problem, and any steps you've taken to resolve it with the bank.

• The form allows for attachments, so you can upload supporting documents like statements, letters, or emails that clarify the issue.

2. Initial Review:

FRCH reviews your complaint to determine whether the issue falls under the Federal Reserve’s regulatory authority. If not, they will forward your complaint to the appropriate regulator or agency (such as the Consumer Financial Protection Bureau or Federal Deposit Insurance Corporation) and inform you of the transfer.

3. Investigation Process:

If FRCH handles your complaint, it will contact the financial institution for a response, which typically takes 30-60 days. The institution is expected to investigate and address the issue, which may include a detailed explanation or a proposed resolution.

4. Consumer Notification:

Once the financial institution responds, FRCH notifies you of the outcome and provides any relevant details or documentation. They may also advise further actions if you remain dissatisfied with the institution’s response.

The Consumer Financial Protection Bureau (CFPB) is a U.S. government agency established in 2011 to protect financial sector consumers. Created after the 2008 financial crisis, the CFPB's main mission is to ensure that consumers are treated fairly by banks, lenders, and other financial institutions.

The CFPB enforces federal consumer financial laws, writes and implements regulations, supervises financial institutions, and handles consumer complaints. It oversees products like mortgages, credit cards, student loans, and personal loans. By taking complaints directly from consumers, the CFPB helps to resolve issues and improve financial practices across the industry, making it a resource for those facing problems with financial products and services.

To file a complaint, visit the CFPB's official website, where you can submit a claim and monitor the resolution process.

To learn more about the CFPB process, review our complete guide on CFPB complaints. 

If you’re experiencing problems with a national bank or federal savings association, filing a complaint with the Office of the Comptroller of the Currency (OCC) can be a helpful option. The OCC regulates these financial institutions and enforces consumer protection laws. If your complaint falls within their scope, they will handle it directly; if not, they’ll refer it to the correct agency.

What is the Office of the Comptroller of the Currency complaint process?

Submitting a Complaint

• You can file your complaint online, by phone, or by mail. 

• When submitting, you will be asked to provide your name and mailing address as they appear on your bank’s records. 

• You’ll also be able to upload supporting documents, such as statements or emails, to help clarify your complaint.

• You’ll be asked to include your bank's name and address

• The account type (contact your bank or review your statements if unsure)

• The name of the individual (or individuals) you contacted at the bank about the issue. 

• They will ask if your bank has provided any response to your complaint. 

• Lastly, you provide an explanation of your complaint, be sure to provide as much detail as possible. 

What to Expect After Submitting a Complaint

The OCC will reach out to your bank on your behalf if:

• The bank is a national bank, a federal savings association, or an operating subsidiary of either.

• The issue falls within their jurisdiction.

Throughout the process, you can log into the OCC’s online portal to check the status of your complaint.

Within 60 days of receiving a complete file, the OCC will send you a letter summarizing the results. If their response does not resolve your issue or you're dissatisfied with it, you can file an appeal.

Filing an Appeal with the OCC

If you've received a written response from the OCC’s Customer Assistance Group that doesn't address your issue or you're not satisfied with the explanation, you can file an appeal.

Tier One Appeal - Customer Assistance Group Management

If the initial response from OCC  doesn’t resolve your issue, you can appeal to the Customer Assistance Group management.

Submit your appeal via the Online Customer Complaint Form, or by mail or fax. Include the following: 

• Your OCC case number

• A statement that you wish to file an appeal

• A clear explanation of why you are dissatisfied

• Summarize any new or relevant facts (no need to resubmit documents already provided)

Tier Two Appeal - OCC Ombudsman

If you’re dissatisfied with the response from Customer Assistance Group management or feel the issue was not addressed, you can escalate your appeal to the OCC Ombudsman.

Submit your appeal via the Online Customer Complaint Form, or by mail or fax. Include the following: 

• Your OCC case number

• A statement that you're filing an appeal with the OCC Ombudsman

• An explanation of why you're not satisfied with the response from Customer Assistance Group management

• Summarize any new or relevant facts that should be included in the review.

• Do not resubmit documents already provided.

• The decision made by the OCC Ombudsman is final.

If your issue remains unresolved after speaking with the bank, sending a demand letter, and filing complaints with the bank or relevant state and federal regulators, consider taking them to small claims court. 

Small claims courts provide a way to resolve disputes quickly and efficiently. Keep in mind that each state has its own limit for how much you can sue for. Not sure about your state's limit? Review our Guide to Small Claims Limits in All 50 States. 

Before suing in small claims court, ask yourself these questions: 

• Do you have strong evidence to support your case?

• Have you contacted the other side directly?

• Have you tried other ways to resolve the issue, such as sending a demand letter or filing a complaint with the state and federal regulators?

• Is the amount of money you are claiming within your state’s small claims limit?

Depending on the case, you may want to consult an attorney to discuss your options. 

As you prepare your small claims case, it is essential to demonstrate to the judge that you acted in good faith and made an effort to settle the matter outside of court.

Another key point is to research the bank you are suing. Check if there have been other complaints or lawsuits against them for similar issues, as this can reveal a pattern of misconduct.

Learn more about suing in small claims court in our 50-State Guide to Small Claims Court.