To initiate the complaint process, an authorizing signature from the consumer is required. The Division is currently working to create an e-signature method of complaint submission, but at the present time, the Division can only obtain your signature via a mailed hardcopy of your complaint or via a faxed copy of your complaint. Click here for the complaint form to mail or fax to the Division. The Consumer Assistance Office will notify you when your complaint or question has been assigned to a consumer specialist.
Credit Card complaints are to be directed to the Consumer Financial Protection Bureau (CFPB)
The CFPB was established by the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010. The CFPB conducts rule-making, and has supervision and enforcement for federal consumer financial protection laws.
Credit card complaint line: (855) 411-CFPB (2372)
Linea de asistencia para su tarjeta de crédito: (855) 411-CFPB (2372)
TTY/TDD: (855) 729-CFPB (2372)
Please note, the role of the Division is limited to intervention in disputes filed by consumers. In some cases, the Division may not regulate the institution named in a complaint. In these instances, the Division will refer the complaint to the appropriate federal or state regulatory agency, whenever possible. Please visit Find a Licensee in the Online Services section of the Division's homepage to see if a company is regulated by the Division.
Please use the form below to submit your questions to the Consumer Assistance Office. The Division of Banks cannot guarantee the security of your information submitted through the internet. If you are uncomfortable, or if you do not want to use the internet to submit your question, please telephone the Consumer Assistance Office.
Consumer Assistance Office
Massachusetts Division of Banks
1000 Washington Street, 10th floor
Boston, MA 02118-2218
(800) 495-2265 ext. 501 within Massachusetts,
(617) 956-1500 ext. 501 outside of Massachusetts
Fax: (617) 368-2700
TDD: (617) 956-1577
Please use the internet form below to email us your questions.
When you are done, be sure to hit the SEND button at the bottom of the form.