The OCC is responsible for handling consumer complaints for national banks and federal savings associations with less than $10 billion in assets and for compliance with certain consumer protection laws. The Customer Assistance Group, focused on the principles of dispute resolution and customer service, seeks to ensure that national banks, federal agencies and branches, federal savings associations, and their customers receive fair and expeditious resolution of their complaints. Complaints are approached with the core values of integrity, expertise, collaboration, and independence. For additional information, see HelpWithMyBank.
Office of Enterprise Governance and the Ombudsman
Larry L. Hattix
Senior Deputy Comptroller for Enterprise Governance and Ombudsman, and Chief Risk Officer
The Office of Enterprise Governance and Ombudsman ensures the OCC maintains strong governance, complaint, and appeal processes.
The office serves as an independent arbiter for the OCC's regulated banks and their customers by operating apart from the OCC bank supervision function and by reporting directly to the Comptroller of the Currency. This separation enables the Ombudsman to respond independently and fairly to the questions and complaints that consumers have about their banks, and to provide bankers with a way to challenge agency decisions without fear of retribution or reprisal. The Office of Enterprise Governance and the Ombudsman provides customer service and resolves consumer and bank supervisory disputes through two distinct units: the Customer Assistance Group and the Bank Appeals Program.
|First Name||Last Name||Title||Support Staff||Phone|
|Larry L.||Hattix||Senior Deputy Comptroller for Enterprise Governance and Ombudsman, and Chief Risk Officer||Staff Assistant to the Senior Deputy Comptroller: Shandell Shields||(202) 649-5530|
|Maureen||Whalen||Deputy Comptroller for External Governance and Ombudsman||(202) 649-5530|
|Michelle||Parham||Director for Consumer Complaint Operations||Office Automation Assistant: Carol Guidry||(713) 336-4350|
|Joseph||Meinhardt||Associate Deputy Comptroller for Enterprise Governance and Bank Appeals||(202) 649-5530|