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How Can the CAC Help?
The process begins when you submit a complaint online. The CAC complaint handling process involves two phases:
- attempted resolution by the credit union, as appropriate, and
- investigation by the CAC, when necessary.
The CAC provides credit unions with 60 calendar days to resolve most consumer complaints before it intervenes.
If your question cannot be answered online, you can call the CAC or complete a Consumer Inquiry Form. If you have a dispute with a credit union that you need help resolving, you can submit a Consumer Complaint Form. And, if you have an appraisal-related issue, complete the Interagency Appraisal Complaint Form.
Contact the Consumer Assistance Center at 1-800-755-1030 Monday through Friday from 8 a.m. to 5 p.m. ET.
Need to check on the status of the previous submission?
If you previously submitted a complaint or inquiry with the CAC and want an update on the status, we can help.
How to Contact Bank Regulators and Other Agencies
The NCUA’s Consumer Assistance Center works with members to resolve issues and answer questions. Sometimes the questions are outside of the NCUA’s scope so we will coordinate with or connect you to other agencies and regulators such as:
Complaint Process FAQs
The CAC will only forward complaints for handling that involve both a federal credit union and, in some instances, a federally insured state-chartered credit union, with total assets up to $10 billion; and a federal consumer financial protection law that falls within the CAC’s regulatory purview. Complaints involving credit unions and matters that do not fall within the CAC's purview are forwarded to the appropriate federal or state regulator.
The Consumer Assistance Center (CAC) will review the information submitted and determine the best course of action for your complaint. Please allow 10 business days for an acknowledgement of your complaint as appropriate. For questions about the status of your complaint, you may also contact the CAC at 800-755-1030.
If your complaint can be handled by the Consumer Assistance Center (CAC), the CAC will forward your complaint and any documents you provide in support of your complaint to the credit union within 10 business days of receiving your complaint.
A credit union has 60 calendar days after receiving your complaint from the Consumer Assistance Center (CAC) to review and, if appropriate, attempt resolution of the matter. During this time, the CAC recommends that a credit union:
- Review your complaint;
- Communicate directly with you as needed and appropriate; and
- Report back in writing to you and the CAC about whether it has been able to resolve this matter.
When you receive a written communication from the credit union about your complaint and you agree the matter has been resolved, the CAC will close your case after receiving the credit union’s response. It is not necessary for you to contact the CAC if you agree with the credit union.
If you do not agree with the credit union after receiving its response to your complaint, then you can dispute the resolution of the complaint by contacting the Consumer Assistance Center (CAC) in writing within 30 calendar days of the date of the credit union’s letter to you. In your written communication to the CAC, it is recommended that you describe why you believe the matter has not been resolved. The CAC will begin a formal investigation of the matter if it receives written notice from you that your complaint has not been resolved.
If you do not receive a letter or email from the credit union about the attempted resolution of your complaint within 60 calendar days of the date of the letter from the CAC, please contact us immediately. The CAC will then determine the next steps, which may include its investigation of the matter. If the CAC does not receive any written response from the credit union within the 60-day time frame, it will begin a formal investigation of the matter. The CAC will also begin a formal investigation if the credit union notifies the CAC in writing that it has been unable to resolve your complaint.