OCC, CSBS Agree on Consumer Complaint Information-Sharing Plan

GuidanceOffice of the Comptroller of the Currency (OCC)General Information

The Office of the Comptroller of the Currency (OCC) and the Conference of State Bank Supervisors (CSBS) announced agreement today on procedures for the exchange of consumer complaint information between state banking departments and the OCC.

The agreement recognizes that consumers do not always know which regulatory agency - state or federal - supervises their bank, and provides a model Memorandum of Understanding to ensure misdirected complaints are sent to the appropriate agency. The MOU, which is intended to be executed by state banking departments and the OCC on a state-by-state basis, provides a two-way street for the sharing of such complaints, including information on how complaints are resolved.

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