fiLE COMPLAINT/ASK QUESTION
The Department of Banking and Securities requests that consumers attempt to resolve their complaints directly with the financial institution or licensee. If you are not satisfied with the response, a complaint may be filed with our Consumer Services Office. It is important to note that the department does not regulate all financial institutions doing business in Pennsylvania.
What Happens Next?
A member of our Consumer Services staff will contact you regarding your complaint/inquiry as soon as possible and may require additional information or clarification. Please ensure that the department is able to respond effectively to your complaint/inquiry by providing all requested information and important facts/circumstances pertaining to the complaint/inquiry being filed. The department deems any information provided to the Department of Banking and Securities to be confidential and will not release such information without your permission or unless disclosure is authorized or required under the law.
Upon receipt of a written complaint, the Consumer Services Office will send a copy of the complaint to the financial institution or licensee, which then has 30 days to provide a written response to the Consumer Services Office. The length of time it takes to resolve a matter will depend on the complexity of the issues, whether we need any additional information, and the number of complaints the Consumer Services Office receives. If you have an emergency situation such as the imminent loss of your home, please contact us by telephone.
If the consumer does not want a financial institution or licensee to read the complaint, the Consumer Services Office will honor that request. Be sure to clearly state your wishes in the complaint. Confidential complaints will not receive a response from the Consumer Services Office. Instead, the complaint may be filed for review by department examiners at the next regularly scheduled examination.
A factual dispute arises when a complainant and the financial institution or licensee cannot agree on what actually happened, and there is no documentation to sufficiently verify either party’s claim. The Consumer Services Office does not have the authority to act as a judge in these instances. Additionally, not all problems can be resolved through regulatory assistance. In these instances, the Consumer Services Office may suggest the resolution of a complaint be pursued through private legal counsel or other mediation or arbitration. Persons without means to hire counsel may qualify for Legal Aid assistance.
1.800.PA.BANKS (800.722.2657; toll-free in PA)
Monday – Friday during regular business hours
Pennsylvania Department of Banking and Securities, Consumer Services Office
17 N Second Street, Suite 1300
Harrisburg, PA 17101-2290