File a Complaint

This division CAN address if about a:

• Colorado state-chartered Commercial Bank
• Colorado state-chartered Trust Company
• Colorado licensed Money Transmitter

To search for an institution in our system please click here. If further guidance is needed email DORA_BankingWebsite@state.co.us

This division CANNOT address if about a:

The Complaint Process

Step 1: Before filing a complaint

• Save yourself time! First VERIFY that the Division of Banking is the primary regulator of the institution you wish to file a complaint against. The Division regulates Colorado state chartered commercial banks, Colorado state chartered trust companies, and Colorado licensed money transmitters. If your search results show the bank is a commercial bank or the money transmitter appears in the database, the Division of Banking is the regulator.
   
• If your search results show a national or inter-state bank, or if the institution does not appear in the search at all, it is regulated by another authority. Detailed information on filing complaints with other regulatory authorities is at the end of this page.
  
  IMPORTANT
   
• The Division of Banking reviews complaints to determine whether a violation of the Colorado Banking Code, Trust Company Act, or the Colorado Money Transmitter Act has occurred by a Colorado state-chartered bank, state-chartered trust company or Colorado licensed money transmitter it regulates. It's important for consumers to understand this distinction as the Division may not be able to resolve their direct grievance. Complaints that are valid but unrelated to the Colorado banking code or the Colorado money transmitter act include issues such as fees, account changes/closures, customer communications/service problems, digital banking practices, as well as privacy concerns. Consumers with these types of complaints may have more success achieving a resolution to their specific issue by contacting other consumer protection authorities such as the FDIC, the Federal Reserve, the Consumer Financial Protection Bureau (CFPB), the Colorado Attorney General Consumer Protection Unit, or the Better Business Bureau (BBB).
   
• The Division can facilitate communication between the consumer and the institution we regulate. And if another agency would be better able to assist with your issue, we will direct you to it.
• Please note that filing a complaint does not mean that the matter can or will be resolved through the enforcement authority of the Division. The Division is not empowered to provide legal advice, to litigate, or to provide for monetary relief on behalf of individual complainants. Therefore, in some instances, you may need to consider hiring an attorney to determine what legal rights you may have.

Step 2: Filing a complaint with the Division of Banking

• If you have determined the Division regulates the institution you wish to file a complaint against, your complaints must be submitted via the Complaint Form posted on this page. Note that you will not fill out the Complaint Form online. Instead, you must download the file to your own device and edit that version.
   
• When completing the form, please provide detailed information and fill it out completely. Do not forget to sign the form. 
  Including the following information is very important:
  • The name of the institution and the name of any person(s) at the institution with whom you have had contact. Include telephone numbers and addresses.
  • A complete description of your complaint and any efforts that have been made to resolve your complaint directly with the institution.
  • Copies of any available documentation supporting your complaint and efforts toward resolution.
  • Preferred resolution of your complaint.

Step 3: The process

• The Division sends a letter notifying the regulated institution of the complaint, along with a copy of your complaint. We request that the institution respond to the allegations within a reasonable timeframe.
   
• Upon receipt of the institution's response, your complaint and the institution's response will be reviewed by the Division.
   
• Upon completion of this review, the Division will send you a response, copying the regulated institution, with our final determination regarding the complaint. 
   

Filing a Complaint with Federal Banking Regulatory Agencies

If you wish to file a complaint with a federal banking agency, verify which federal agency to contact by searching the FDIC's BankFind tool.

Step 1: Search by bank name

• When you search by Bank name on BankFind, you may get more than one option. Double-check that the option you look at is indeed the bank you are searching for.
   
• Click "View Details" and you will see the bank's regulatory classifications: Bank Charter Class, Primary Federal Regulator and, if applicable, a Secondary Regulator.
   
• The Bank Charter Class is how you know the institution is a national bank versus a state-chartered bank. 
   
• For complaints dealing with consumer lenders, finance companies, retail credit sellers, debt settlement companies, credit counseling agencies, and debt collectors contact the Colorado Attorney General Consumer Protection Unit.

Step 2: File the complaint with the primary regulator

The Office of the Comptroller Currency is listed as the primary regulator of a national bank, however, this can vary in certain instances. 

• Office of the Comptroller Currency (national bank regulator) - Find My Bank / Submit a Complaint 

  Customer Assistance Group
  1301 McKinney Street, Suite 3450
  Houston TX 77010
  1-800-613-6743
   

• Federal Deposit Insurance Corporation (federal regulator- Colorado state-chartered bank) - BankFind / Submit a Complaint
  
  FDIC Contact Center
  1-877-275-3342 (1-877-ASKFDIC)
  8:00 am - 6:00 pm ET; Monday-Friday
  8:00 am - 1:00 pm ET; Saturday
  Closed Sunday
  (Excluding Federal Holidays)
  
   
• Federal Reserve Board (federal bank regulator for Colorado state-chartered banks that are members of the Federal Reserve System) - File a Complaint
  
  For assistance with filing a complaint, call 888-851-1920 (TTY: 7-1-1 via a relay service)
  8 a.m. to 6 p.m. CST
   
• Consumer Financial Protection Bureau (serves as a regulatory authority for large banks, as well as money transmitters, mortgage lenders, and other types of financial services) - Submit a Complaint
  
  If you can't submit a complaint online (7–10 minutes), you can submit over the phone (25–30 minutes).
  More than 180 languages are available.
  Call: (855) 411-2372
  TTY/TDD: (855) 729-2372
  8 a.m. to 8 p.m. ET, Monday through Friday (except federal holidays)