is a complaint and recommended resolution procedures?
A complaint is an expression of concern or dissatisfaction by any party
against a company regulated by the Department of Banking and Consumer
Finance. To view a listing of the business industries regulated by DBCF please click HERE.
STEP ONE: Contact
someone in authority at the company or business in question (i.e. Owner,
President, or Consumer Complaint Specialist)
to resolve the complaint.
When you have a complaint, you should first contact the company
about it. You may be able to get a resolution. If you talk to someone
at the company you should:
Be courteous and remain calm.
Explain the problem: provide
dates and amounts paid or billed, have important documents, and
present as many facts as possible.
Explain what type of remedy
you are seeking.
State whether you are willing to negotiate;
remember, in many disputes, neither side is totally correct.
If you cannot get a response by following the above steps, move
onto Step 2, contact the Department of Banking and Consumer Finance
after completing the attached complaint form. Or, contact the appropriate
agency if the complaint involves a company not subject to the jurisdiction
of the Department. Please see below where to call about filing
a complaint against such a company.
STEP TWO: CONTACT
THE DEPARTMENT OF BANKING AND CONSUMER FINANCE
If your talk with the company
fails to resolve the complaint, you may wish to complete a complaint
form and mail it to the Department.
This complaint form is available in Portable Document Format (PDF)
at the end of this step. Please include copies (not originals) of
relevant documents, canceled checks, correspondence, etc. The Department
will send a copy of your complaint to the institution and request
that the institution respond promptly to you and send the Department
The Department's goal in complaint handling is to encourage companies
and consumers to settle their disputes directly. However, if your
complaint is referred to this Department, it may take longer to resolve
your concern than by direct contact with the company.
Be aware that the Department does not have the authority to act
as a court of law and the Department may suggest that a consumer
seek the advice of an attorney. In some cases your only recourse
to resolve the matter might be legal action. The Department will
not handle a complaint that is in litigation nor will the Department
act on behalf of either party to the dispute. If, after a thorough
investigation, a company is found to be in violation of a law, the
Department will take appropriate corrective action.