Filing a Complaint
If you have a complaint against a Texas state-chartered credit union, we encourage you to first contact an officer of the credit union and attempt to resolve the complaint directly with the credit union.
If you are unable to resolve the problem in this manner, the Department may be able to assist you. Complaints may be submitted by online form, mail, email or fax to:
Credit Union Department
914 East Anderson Lane
Austin, Texas 78752-1699
A Guide to Consumer Assistance
If you have questions regarding a complaint on a credit union this Q&A can help you decide if filing is right for you.
If your complaint brings a specific violation to our attention, we will take steps to ensure the credit union complies with applicable laws and regulations. However, the Credit Union Department cannot represent consumers in settling claims or recovering damages. As a regulator, the Department does not own, operate or control credit unions, nor do we establish their operating policies and procedures. As a result, we do not have the authority to overturn individual lending decisions made by credit unions, or dictate the range of services they offer. The Department also cannot offer legal or accounting assistance as part of the complaint process. Complaints caused by error or misunderstanding are often resolved voluntarily by the credit union. However, many complaints stem from factual or contractual disputes between the credit union and the member. If you and the credit union are unable to reach a mutually agreeable settlement in such a situation, only a court of law can impose a remedy and award damages. We recommend you consult an attorney for guidance if you want to consider pursuing a legal remedy.