Before submitting a complaint to the Federal Reserve Bank of Dallas, we encourage you to try to settle the problem directly with your financial institution. Contact the bank’s senior customer service representative or bank management. If you are still unable to resolve the problem, you may file a complaint with our Consumer Affairs Division using any of the following means:

	E-mail:	Dallas-CASup@dal.frb.org
	Mail:	Federal Reserve Bank of Dallas Banking Supervision Department – Consumer Affairs 2200 N. Pearl St. Dallas, Texas 75201
	Phone:	214-922-5508
	Fax:	214-922-6301
	Online Consumer Complaint Form

What Your Written Complaint Should Include

1. Your name, address and daytime telephone number, including area code.
2. The name and address of the bank involved in your complaint or inquiry.
3. Relevant account(s). (If corresponding by e-mail or using the online form, do not include personal or confidential information—your Social Security, credit card or bank account number. Send this information by mail or fax.)
4. A description of the circumstances surrounding your complaint, including a summary of what happened, dates involved and the names of those you dealt with at the bank.
5. Copies of any letters or other documents that may help us investigate your complaint. (Please do not send original documents.)
6. Be sure to sign and date your letter and keep a copy for yourself.

Providing us with as much information about the problem as possible will help us resolve your complaint in a timelier manner.

What We Will Do

Our Consumer Affairs staff will...

• Review your complaint.
• Send the bank a copy of your correspondence and request additional information and records related to your complaint.
• Investigate each issue raised in your correspondence.
• Contact you by telephone or in writing if additional information is required.
• Analyze the bank’s response to your complaint to ensure that your concerns have been sufficiently addressed.
• Send you a letter detailing our findings.

If the investigation reveals that a federal law or regulation has been violated, we will inform you of the violation and the corrective action the bank has been directed to take.

If We Cannot Help

Although we investigate all complaints involving the banks we regulate, we do not have the authority to resolve all types of problems. For example, we are unable to resolve contractual disputes, factual disputes between a customer and a bank, or disagreements about bank policies and procedures. In addition, we cannot intervene if the matter has been settled in a court of law or is currently in litigation. In many instances, however, filing a complaint may result in a bank working with you voluntarily to resolve your situation. But if the matter is not resolved, we will advise you whether a violation of law has occurred or whether you should consider legal counsel to resolve your complaint.

Questions?

If you are not sure whether you have a legitimate basis to complain, do not hesitate to contact our Consumer Affairs Division for information on how the federal consumer laws and regulations may apply to your particular situation. We welcome your questions and will be happy to assist you in any way we can.

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