The Iowa Division of Banking will investigate signed written complaints against:

• an Iowa state chartered bank
• a bank holding company controlling an Iowa state chartered bank
• a trust company controlled by an Iowa state chartered bank
• a regulated loan company licensed by this office
• an industrial loan company licensed by this office
• a debt management company licensed by this office
• a mortgage banker/broker/registrant licensed by this office
• a delayed deposit service entity licensed by this office
• a money order entity licensed by this office

The complaint must contain probable cause to believe that a banking or consumer credit law or rule may have been violated. The Division has jurisdiction only if one of the entities listed above was involved in the transaction.

The written complaints should contain the following:

• a summary of the facts surrounding the complaint,
• copies of pertinent documentation, and
• a statement of the desired resolution.

If the Division determines that an applicable law or rule has been violated, the Division can take appropriate action against the bank or licensed entity.

The Division is not authorized to act as a judge in settling contract disputes. These are legal matters that may have to be settled in the appropriate court. If formal legal proceedings have been initiated against the bank or licensee, the Division will not intervene in the legal process or further pursue the complaint. The Division will also decline to pursue the complaint if it has been previously adjudicated.

Employees of the Division are not attorneys and are prohibited from providing legal advice. If you need advice and guidance to determine what course of action to take, you will have to consult with your attorney.

The party filing the complaint will receive written notification when an investigation of the complaint has begun and again after a determination has been reached. While the Division will attempt to resolve complaints as quickly as possible, the bank or licensee will be afforded adequate time to research and respond to a complaint. The Division normally will allow the bank or licensee 10 to 20 business days to respond to a complaint. The time allowed will vary depending upon the complexity of the complaint. Following a review of the bank's or licensee's response, the Division may request additional information from the bank or licensee causing the Division's reply period to be extended.

If the Division determines it does not have jurisdiction over the complaint, the complaint will be forwarded to the appropriate state or federal authority.

Complaints concerning an Iowa state chartered bank or an entity licensed by this office should be referred to:

Iowa Division of Banking

200 East Grand Avenue, Suite 300

Des Moines, IA 50309-1827

Phone: (515) 281-4014.

Complaints about a federal savings and loan association should be referred to the Office of Thrift Supervision (OTS), Consumer Affairs, P.O. Box 619027, Dallas, TX 75261-9027, Tel: (972) 277-9564.

Complaints about a national bank should be referred to the Office of the Comptroller of the Currency (OCC), Customer Assistance Group, 1301 McKinney Street, Suite 3450, Houston, TX, 77010, Tel: (800) 613-6743. For more information, visit their website at www.helpwithmybank.gov.

Complaints about a state chartered credit union should be referred to the Iowa Credit Union Division, 200 East Grand Avenue, Suite 370, Des Moines, Iowa, 50309, Tel: (515) 281-6514.

Complaints about a federally chartered credit union should be referred to the National Credit Union Association, 4807 Spicewood Springs Road, Suite 5200, Austin, TX 78759-8490, Tel: (512) 349-4500.