File a banking complaint with the Division of Banks

If you have a problem with a financial product or service in Massachusetts, you may submit a complaint with the Division of Banks (DOB).

Division of Banks

Phone

Open Monday through Friday 9:00 am - 5:00 pm.

Open Monday through Friday 9:00 am - 5:00 pm.

Open Monday through Friday 9:00 am - 5:00 pm. Use this number if you are hearing impaired.

The Details

What you need

To start the complaint process, your signature is required. You can mail or fax a copy of your complaint to the DOB.

How to file

Download the consumer banking complaint form as an Adobe Acrobat PDF or as a Microsoft Word File below. Complete, print, and sign the form and mail it back to the DOB.  

An assigned Consumer Specialist will notify you when your complaint investigation starts.

Download the consumer banking complaint form as an Adobe Acrobat PDF or as a Microsoft Word File below. Complete, print, and sign the form and fax it back to the DOB.  

An assigned Consumer Specialist will notify you when your complaint investigation starts.

Fax: (617) 368-2700

More info

When filing a complaint, please keep in mind the DOB cannot do the following:

  • Act as a court of law or as a lawyer on your behalf.
  • Provide you legal advice.
  • Become involved in complaints where you are represented by an attorney, are in litigation, or have been litigated.
  • Become involved in disputes between business entities and a financial institution.

Complaints directed to the Consumer Financial Protection Bureau (CFPB):

  • Credit card complaints
  • Federal student loan complaints
  • Complaints involving federal and national banks
  • Complaints involving federal credit unions

Downloads

Contact

Address

Main Office
1000 Washington Street, 10th Floor, Boston, MA 02118-6400

Phone

Open Monday through Friday 9:00 am - 5:00 pm.

Open Monday through Friday 9:00 am - 5:00 pm.

Open Monday through Friday 9:00 am - 5:00 pm. Use this number if you are hearing impaired.

Fax

(617) 956-1599

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