Financial Institutions Complaint
The Department of Financial Institutions (DFI) regulates the following entities and individuals:
- State-chartered banks
- State-chartered credit unions
- Securities offerings
- Securities individuals and entities
- Money transmitters
- Check cashers/deferred deposit companies
- Mortgage lenders and loan officers
- Other consumer and industrial lenders
You can use our online complaint process to file a complaint against an entity, individual or offering regulated by DFI. Please note, under Kentucky’s open records laws, any information you provide may be subject to public disclosure once a formal investigation is complete, or immediately, if DFI does not conduct a formal investigation.
Click here to File a Complaint Electronically
Submitting a Paper Complaint Form
If you are unable to submit your complaint electronically, you may use the form below. You can download and type in this Microsoft Word document, or print the form and fill it out by hand. Submit the form by email, mail or by fax at (502) 573-8787.
Financial Institutions Complaint Form
If you need a format other than Microsoft Word, or if you need a printed copy mailed to you, contact DFI at:
Department of Financial Institutions
Attention: Complaint Submission
500 Mero Street, 2SW19
Frankfort, KY 40601
(502) 573-3390 or (800) 223-2579
Depending on the circumstances of your complaint, DFI may investigate. If an investigation indicates Kentucky law has been violated, DFI may pursue administrative remedies against the violating party and/or refer the matter to criminal authorities.
Complaints about Individuals or Entities DFI Does Not Regulate
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 auto loans. You can find the names of entities we regulate on our Depository page.
- Commercial banks with a name that includes the word “national,” or that use 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 regulated by the federal government. You should direct requests for information from or complaints about these national banks and federal savings associations to the Office of the Comptroller of the Currency (OCC):
Comptroller of the Currency
Customer Assistance Group
P.O. Box 53570
Houston, TX 77052
Phone: (800) 613-6743 | Fax: 713-336-4301
- Similarly, federally regulated credit unions have the word “federal” in their name. You should direct questions and complaints about federal credit unions to the National Credit Union Administration:
National Credit Union Administration
Consumer Assistance Center
1775 Duke Street
Alexandria, VA 22314
Telephone: 800-755-1030 | Fax: 703-518-6682
- 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.
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.