Office of Consumer Financial Protection and Access | December 2016
As detailed in the NCUA June 2015 Letter to Credit Unions, 15-CU-04, “Improving the Process for Consumer Complaints,” NCUA’s Consumer Assistance Center has made improvements to its consumer complaint handling process. The process now includes two distinct phases for consumer complaints involving federal consumer financial protection laws. These improvements involve two distinct phases:
- Phase 1–Attempted resolution by the credit union, as appropriate; and
- Phase 2–Investigation by the NCUA Consumer Assistance Center, when necessary.
These new procedures seek to provide the appropriate credit union personnel with written information about the consumer’s concerns. They also seek to provide the credit union with sufficient time to attempt to resolve the situation before the NCUA Consumer Assistance Center begins its investigation of the matter. The new two-phased complaint handling process was implemented in September 2015.
To more efficiently process consumer complaints, NCUA also launched a new secured web portal to facilitate communications with NCUA’s Consumer Assistance Center about complaint matters submitted as of the portal’s August 24, 2015, implementation date. The portal, which is located on MyCreditUnion.gov (Opens new window) , allows consumers to submit complaints, check on their status and receive correspondence from the NCUA Consumer Assistance Center. Also, it allows credit unions to receive correspondence about complaints concerning the credit union, send responses and complaint information, and check the status of complaints.
Footnotes
Email | consumeraffairs@ncua.gov
NCUA's Consumer Website | www.MyCreditUnion.gov (Opens new window)