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Consumer Complaints and Assistance

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    Mission Statement

    The Ombudsman's Office is organized around core principles of dispute resolution and customer service. The office seeks to ensure national banks and customers of national banks receive fair and expeditious resolution of their complaints. The Customer Assistance Group's primary focus is to ensure customers of national banks receive fair treatment resolving their complaints with national banks.

    The core values underlying our mission are the guiding principles of:

    • Maintaining a professional staff;
    • An environment that disadvantages no one and embraces a sense of fairness;
    • Independence and no retribution;
    • Convenience and accessibility for constituents;
    • Effective use of technology;
    • Processes that are integrated with and contribute to the agency's regulatory responsibility; and
    • An element of confidentiality.

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