OCC

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OCC Office of the Ombudsman
April 3, 2009
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Mission Statement

• The Ombudsmans office is organized around core
  principles of dispute resolution and customer
  service. The office seeks to ensure that
  national banks and customers of national banks
  receive fair and expeditious resolution of their
  complaints through two distinct units within the
  office
• Customer Assistance Group
• National Bank Appeals Process

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The OCCs Office of the Ombudsman

• What We Do
• National Bank Appeals Process
• Customer Assistance Group
• How the OCC Uses Consumer Complaints
• Supervisory Process
• Guidance to the Industry
• Enforcement Authority
• Top Issues for Consumers Impact on Strategies
• Credit Cards
• Checking Accounts
• Home Mortgages

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Complaints Are An Opportunity

• Complaints can serve as an early warning system
  for potential problems.
• Rising complaint volume may be an indicator of
  risks

Compliance
Strategic
Transaction
Reputation
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Complaint Volumes and Trends
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Cases Received From Consumers
Chart 1
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Complaints by Major Product
2008
Chart 2
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Credit Card Complaints
Chart 3
2008
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Checking Account Complaints
2008
Chart 4
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Mortgage Loan Complaints
2008
Chart 5
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Reimbursements to Customers of National Banks
Chart 6
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Reimbursement Distribution by Complaint Volume
Chart 7
2008
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Reimbursement Distribution by Dollar Amount
Chart 8
2008
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Reimbursement by Complaint Type
Chart 9
2008
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HelpWithMyBank.gov

• Launched in July 2007
• User-friendly website to make it easier for
  customers of national banks and others to get
  answers and submit concerns about their bank.
• Answers common questions that appeal to all bank
  consumers on topics such as credit cards,
  interests rates, mortgages and checking accounts.
• Highlights recent Advisories.
• Makes it easier for consumers to know if a bank
  is an OCC chartered institution.
• Sets expectations of complaint process.

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Contact Information