File an Appeal

The Customer Assistance Group (CAG) provides an opportunity for two levels of review of consumer complaints that have already received a written response from our office.

Please note that your receipt of the bank's response does not qualify for the process. You may file an appeal only after you have received a written response from CAG.

Tier One Appeal - CAG Management

• If you feel our first response to your complaint fails to address the issues or you are not satisfied with an explanation, you may submit an appeal to CAG Management.

• Appeals may be submitted using the Online Customer Complaint Form or you may send the information to us via postal mail or fax. Include your case number, indicate that you wish to file an appeal, and explain why you are not satisfied with our response.
  
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• Summarize all relevant or new facts that may not have been included in our previous review. Please do not resubmit documents previously provided.

Tier Two Appeal - OCC Ombudsman

• If you feel the response you receive from CAG Management fails to address the issues or you remain unsatisfied with an explanation, you may submit an appeal to the OCC Ombudsman.

• Appeals may by submitted using the Online Customer Complaint Form or you may send the information to us via postal mail or fax. Again, include your case number, indicate that you wish to file an appeal with the OCC Ombudsman, and explain why you are not satisfied with CAG Management's response to you.
  
  If the link to the Online Complaint Form is broken, follow these instructions to update your browser settings.

• It is important that you summarize all relevant or new facts that you believe we should include in this review. Please do not resubmit documents previously provided.

Please note that the decision rendered by the OCC Ombudsman is the final OCC Agency Review.