How to File a Complaint

STEP 1: Determine if the Institution is Regulated by the Department of Banking

The Department of Banking is only authorized to handle complaints on the following types on Texas financial institutions:

  • State-chartered banks
  • State-chartered trust companies
  • State-chartered foreign bank agencies/representative offices

To ensure that the Department of Banking supervises the institution that you have a complaint against, look for the specific entity on the Find Supervised, Registered & Licensed Companies search.

If you do not find the entity on our list, you may view the entities not supervised for referral information to other regulatory authorities.

STEP 2: File a Consumer Complaint

If your complaint is against a Texas state-chartered bank or trust company, contact our Consumer Assistance Activities or file a written complaint by completing the Consumer Complaint Form  (español). While the Department can occasionally resolve complaints over the phone, in most cases it is necessary for a written complaint to be submitted.

The complaint should include the name and office location of the bank or trust company. It should explain the problem in a simple, chronological narrative, making sure to include names and dates. Make legible photocopies of any documentary evidence that supports your claim and include this material with the complaint. Do not send originals.

Mail or deliver the complaint to:

Texas Department of Banking
Consumer Assistance Activities
2601 N. Lamar Blvd.
Austin, Texas 78705-4294

Toll free#: (877) 276-5554 or e-mail
(512) 475-1313

STEP 3: Complaint Resolution

Once a complaint is received, a copy of the complaint and any supporting documentation are sent along with a cover letter from the Consumer Assistance Specialist to the appropriate contact person within the bank or trust company. The Department asks that the entity respond within 10 working days from the date the complaint is mailed.

Once a response has been received, the Department reviews the submitted information and makes a determination about the merits of the complaint. The review process may involve further communication with the complainant and/or the regulated entity. The Department will try to mediate a fair and equitable resolution. The complainant will receive a letter documenting our conclusions and actions regarding the complaint.

The complete complaint process can take 30-40 business days. In certain situations, the Department may need to extend the processing time beyond the typical time frame. If this is necessary, we will notify you.

Frequently, complaints relate to matters governed by the Texas Business and Commerce Code (the Code), which establishes guidelines for many banking transactions such as check collecting and authorization. While the Department attempts to mediate complaints related to the Code, we are not authorized or empowered to enforce the Code. Generally, consumers need to retain private counsel to pursue alleged violations of the Code by a bank. These complaints may also be directed to the Attorney General's Office.

After a written complaint is resolved, the Department will send a survey to the complainant regarding their experience with the Department.

If the matter is in litigation or if a court has made a ruling, the Texas Department of Banking will not intervene. For more information, view general answers to most Frequently Asked Questions on banks, trust companies, and foreign bank agencies.