OMBUDSMAN

NCUA's Ombudsman investigates complaints and recommends solutions. These complaints must relate to regulatory issues that cannot be resolved at the operational (regional) level.

The Ombudsman assists in resolving problems by helping the complainant to define options and by recommending actions to the parties involved, but the Ombudsman cannot at any time decide on matters in dispute or advocate the position of the complainant, NCUA or other parties. The Ombudsman does not handle any matter:

• subject to formal review as set forth in NCUA Regulations or IRPSs;
• involving an enforcement action where a notice of charges has been filed;
• in litigation;
• involving a conservatorship or liquidation; or
• within the Inspector General's jurisdiction.

All information and materials obtained as a result of a complainant's interview and any confidential records gathered during an investigation will be used only for purposes of the investigation and will not be disclosed outside of the Ombudsman's Office. The Ombudsman will make recommendations to appropriate agency officials for systemic changes to deal with recurring problems revealed through investigations. The Ombudsman reports to the NCUA Board and is independent from operational programs.

Ombudsman—Joy Lee

Joy Lee is the Ombudsman for NCUA. As Ombudsman, she is responsible for investigating complaints from consumers and addressing disputes that cannot be resolved at the operational level.

Prior to being named as NCUA’s Ombudsman, Ms. Lee served as Senior Federal Financial Institutions Examination Council Advisor to the Chairman of NCUA, Debbie Matz.  Ms. Lee served in several senior staff positions at NCUA since joining the agency as an examiner in 1987. She was Region II Associate Regional Director, Operations and Programs, and Director of Supervision for the Office of Examination and Insurance. She also worked as Acting Director of the Office of Small Credit Union Initiatives. Ms. Lee holds a bachelor’s degree in accounting from the University of Texas.