Contacts
Division of Banks
Phone
Open Monday through Friday 9:00 am - 4:00 pm.
Open Monday through Friday 9:00 am - 4:00 pm.
Open Monday through Friday 9:00 am - 4:00 pm. Use this number if you are hearing impaired.
Online
The Details of File a complaint with the Division of Banks
What you need for File a complaint with the Division of Banks
To start the complaint process, your signature is required. You can email, fax, or mail a copy of your complaint to the DOB.
**Consumers are strongly encouraged to email or fax complaints to ensure timely processing**
How to file File a complaint with the Division of Banks
Email the Division of Banks Consumer Assistance Unit at
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 Divison of Banks at:
One Federal Street, Suite 710, Boston, MA 02110-2012.
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 for File a complaint with the Division of Banks
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 financial institutions.
- Act as a housing counselor or negotiate contractual terms between borrowers and lenders. If you wish to consult a housing councilor, the DOB recommends you call the HOPE hotline at (888) 995-4673.
Complaints directed to the Consumer Financial Protection Bureau (CFPB):
- Credit card complaints
- Federal student loan complaints
- Complaints involving federal and national banks (e.g. Bank of America, Citizens Bank, TD Bank)
Complaints directed to the National Credit Union Administration (NCUA):
- Complaints involving federal credit unions
What happens after I file?
- Once the Division has received your complaint, the subject institution will be required to provide a written response to the Division.
- Once the subject institution has provided a response, the Division will review it and conduct an investigation to determine whether any wrongdoing has occurred.
- Once the investigation has been concluded, you will be provided with a closing letter summarizing the Division’s findings and informing you of the resolution reached with the subject institution. Complaints are typically concluded within four weeks, but may take longer depending on the scope and nature of the investigation.
Downloads for File a complaint with the Division of Banks
Contact for File a complaint with the Division of Banks
Address
Phone
Open Monday through Friday 9:00 am - 4:00 pm.
Open Monday through Friday 9:00 am - 4:00 pm.
Open Monday through Friday 9:00 am - 4:00 pm. Use this number if you are hearing impaired.