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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.
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.
The OCC's bank appeals process provides an independent, fair, and binding means of resolving disputes arising during the supervisory process; helps ensure the most sound supervision decision possible; and promotes open, continuous communication between banks and the OCC. The OCC's bank appeals process is outlined in OCC Bulletin 2013-15.
The OIG/GAO Liaison is the OCC's point of contact with the Treasury Department's Office of Inspector General (OIG), the United States Government Accountability Office (GAO), the OIGs of other federal financial regulators, and other external agencies seeking to interface with the OCC on audits, reviews, benchmarking studies, investigations and other inquiries.
The Enterprise Governance Supervision unit provides independent, objective, and high-quality governance functions designed to validate and strengthen supervisory processes and controls.
The Enterprise Governance Operations unit provides independent, objective, and high-quality governance functions designed to validate and strengthen operational processes and controls.