If You Have a Complaint
The Bureau of Financial Institutions is a division within the Virginia State Corporation
Commission. The Bureau has jurisdiction over Virginia state-chartered financial
institutions and certain out-of-state entities that have been granted authority
to do business in the Commonwealth.
It is important to remember that the Bureau does not act as the complainant's attorney.
It also does not have the power to adjudicate complaints. If a dispute turns on
facts that do not involve a supervised entity's violation of a specific law or regulation
(such as a matter concerning internal policies or guidelines) the Bureau will advise
the complainant about other ways to pursue the complaint, such as through consulting
a private attorney and/or initiating a court proceeding.
Who to contact regarding your complaint
The Bureau does not have the authority to resolve complaints involving entities
that are not under Virginia jurisdiction. Some institutions are regulated by federal
government agencies. For example:
- Commercial banks having the word "National" or using the title "N.A." (national
association) in their title, as well as savings banks and savings and loan associations
having the word "Federal" in their name or which use the initials FSB (federal savings
bank), FSA (federal savings association), FA (federal association) or FSLA (federal
savings and loan association) are organized under and subject to federal law. Requests
for information or complaints concerning these types of banks should be directed
to the Office of the Comptroller of the Currency (phone 1-800-613-6743) or online
- Federally regulated credit unions are similarly identified by the word "federal"
in their name. Inquiries and complaints concerning federal credit unions should
be directed to the National Credit Union Administration
- If the complaint relates to a mortgage loan that is secured by a property outside
of Virginia, you should contact that state's banking authority.
If the Bureau of Financial Institutions has authority
If you believe the regulated entity falls under the jurisdiction of the Bureau of
Financial Institutions, please complete a complaint form and submit it to the Bureau
at the address noted on the form. Information about how the Bureau may assist you,
how to file a complaint, an explanation of the complaint process, and some general
complaint guidelines can be found in the Consumer
Services and Complaint Information brochure.
If you are not sure if the entity with which you are dealing is regulated by the
Bureau, you can check the Annual Report, which contains
lists of all entities regulated by the Bureau of Financial Institutions.
Updated information is made available through the Weekly Bulletin.
Complaint Form - PDF
Note: The Bureau of Financial Institutions does not currently accept complaints
via email as the complaints involving institutions under our regulatory jurisdiction
often involve consumer’s personal financial information.
Consumers are asked to state their complaint and provide supporting documentation,
which may include bank account numbers, credit card numbers, loan account numbers,
as well as the other personal information of the consumer (name, address, phone).
Since complaints include this personal financial information, out of an abundance
of caution we ask that all complaints either be filed via our mailing address or
our fax number.