The Department of Financial Institutions (DFI) regulates state-chartered banks, state-chartered credit unions, money transmitters, check cashers/payday lenders, mortgage lenders and other lenders. To file a complaint against an entity or individual regulated by DFI, complete a complaint form and submit it to the Consumer Protection Branch
. If you are not sure if the entity with which you are dealing is regulated by DFI, you can use our Search for a Licensee
feature, which searches a database of financial institutions entities regulated by DFI.
The above form is in Microsoft Word format and can be filled out by downloading and typing in the document, or by printing the form and filling it out by hand. Submit the form by email
, mail or by fax at 502-573-0184. If you have questions, email or call toll-free 844-354-0613.
Who to Contact Regarding a Complaint Not Regulated by DFI
In most cases, DFI does not regulate banks or credit unions with a name that includes the word "federal" or "national." In addition, DFI does not regulate credit card companies or entities that are exempt by HUD (U.S. Department of Housing and Urban Development). However, if your loan is with a HUD-exempt entity and the loan is conventional, DFI has jurisdiction. Names of entities that we regulate can be found on our search
- Commercial banks with the word "national" or using the title "N.A." (national association), are organized under and subject to federal law. Savings banks and savings and loan associations with the word "federal" in their name or that use the initials FSB (federal savings bank), FSA (federal savings association), FA (federal association) or FSLA (federal savings and loan association) also are under federal regulation. Requests for information or complaints concerning these national banks and federal savings associations should be directed to the Office of the Comptroller of the Currency (OCC), (telephone) 800-613-6743, OCC, Customer Assistance, 1301 McKinney St., Suite 3450, Houston, TX, 77010-9050.
- 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 (NCUA), (telephone) 800-755-1030, Office of Consumer Protection, Division of Consumer Compliance & Outreach, 1775 Duke Street, Alexandria, VA 22314; (fax) 703-518-6682; email firstname.lastname@example.org.
- If the complaint relates to a mortgage loan that is secured by a property outside of Kentucky, you should contact that state's financial institution authority. You can find state regulators using NMLS.
It is important to remember DFI does not act as the complainant's attorney. DFI also does not have the power to arbitrate complaints. If the dispute turns on facts that do not involve a supervised entity’s violation of a specific law or regulation (such as a matter concerning a financial institution’s exercise of internal policies or guidelines) DFI may not have the authority to obtain the relief a complainant is seeking. In that case, DFI will advise the complainant about other ways to pursue the complaint, such as through consulting a private attorney and/or initiating a court proceeding.