File an Appeal

Please note that you cannot use this process to appeal a response that the bank provided directly to you. You may only use this process to file an appeal to a response you received from the OCC’s Customer Assistance Group.

Tier One Appeal - Customer Assistance Group Management

• If you feel our first response to your complaint fails to address the issue(s) or you are not satisfied with our response, you may submit an appeal to Customer Assistance Group management.
• Appeals may be submitted using the Online Customer Complaint Form, or you may send the information to us by mail or fax.
• Include your case number, indicate that you wish to file an appeal, and explain why you are not satisfied with our response.
• Summarize all relevant or new facts that may not have been included in our previous review. Please do not resubmit documents that you provided previously.

Tier Two Appeal - OCC Ombudsman

• If you feel the response you receive from Customer Assistance Group management fails to address the issue(s) or you remain unsatisfied with our response, you may submit an appeal to the OCC Ombudsman.
• Appeals may be submitted using the Online Customer Complaint Form, or you may send the information to us by mail or fax. Again, include your case number, indicate that you wish to file an appeal with the OCC Ombudsman, and explain why you are not satisfied with Customer Assistance Group management's response to you.
• It is important that you summarize all relevant or new facts that you believe we should include in this review. Please do not resubmit documents that you provided previously.

Please note that the decision rendered by the OCC Ombudsman is final.