FAQ's For Filing A Complaint
For Filing a Complaint
Please read the information in its entirety before filing a complaint
FAQ's For Filing a Complaint
Q: Is there anything I can do before I file a complaint?
A: Before you file a complaint, you should contact the company and express your concern or dissatisfaction. You may be able to come to a resolution without filing a complaint. When you call the company, ask to speak to someone in authority, be courteous and remain calm. Explain the problem and provide dates for amounts paid or billed. Have important documents ready, and present as many facts as possible. Explain what type of remedy you are seeking. If this fails to resolve your complaint and the company is regulated by Arizona Department of Financial Institutions (“DIFI”), you may wish to complete a complaint form and mail, email, or fax it to DIFI. If the company is not regulated by DIFI, you should file a complaint form with the appropriate agency.
Q: How do I know if DIFI is the appropriate agency to file a complaint with?
A: You can look on the DIFI website under “Licensee Lookup” and if the company you are dissatisfied with is on that list, DIFI is the appropriate agency to file a complaint with. If the company is not on the list, however, they are a license type on the list (with the exception for banks and credit unions) and they are located in Arizona, or you are an Arizona resident, you can file a complaint with DIFI.
If the company is a bank and it is located in Arizona and it does not show on AZDIFI’s Licensee Lookup, it may be regulated by a different state agency, or it may be a national or federal bank. You may call or visit the websites listed below to find the appropriate agency to file a complaint with. You may also call DIFI’s Consumer Affairs Division at 602-771-2800, option #2 for assistance in finding the appropriate regulator. For National Association banks and Federal credit unions located in Arizona please see the other regulator referral list below.
Office of the Comptroller of the Currency at (800) 613-6743
Federal Reserve Board at (888) 851-1920
Federal Deposit Insurance Corporation at (877) 275-3342
Consumer Financial Protection Bureau at (855) 411-2372
Federal Financial Institutions Examination
CSBS Directory of State Bank Regulator links
If the company is a credit union and it is located in Arizona and it is not on DIFI’s Licensee Lookup, it may be a federal credit union and generally has the word “federal” in its name. It is regulated by the National Credit Union Association whose information is provided below. You may also call DIFI’s Consumer Affairs Division at 602-771-2800, option #2 to assist you in finding the appropriate regulator.
National Credit Union Administration
1775 Duke Street
Alexandria, VA 22314-3428
www.ncua.gov
Note: If you inadvertently file your complaint with DIFI and the Consumer Affairs Division examiner determines that we do not have the authority to investigate, we will refer your complaint to the appropriate authority or return your complaint. This may cause a delay and take longer for your complaint to be resolved.
Q: If the company I’m dissatisfied with is not regulated by DIFI and it is not a bank or credit union, how can I find the appropriate agency with which to file a complaint?
A: Generally, most companies that offer consumer services have an appropriate authority or regulator that offers consumer protection. For your convenience, we are providing you with an Arizona_Trade_Association_Contact_List 2018 and the Other Regulatory Referral List. You can also visit the Better Business Bureau to verify a business or charity.
Q: What should I consider before I file a complaint?
A: You should consider before filing a complaint:
- The Consumer Affairs Division can only act on violations of laws, rules, and regulations on entities under jurisdiction of the Department.
- The Consumer Affairs Division cannot provide you with any legal advice, nor can they recommend an attorney to you.
- You may always contact a private attorney who can advise you of your rights.
- The Consumer Affairs Division will not handle a complaint that is in litigation, nor will the Division act on behalf of either party to the dispute.
Q: How do I file a complaint?
A: Complaints must be submitted in email or writing before an investigation can begin. Use one of the complaint forms available here, Consumer Complaint Form.
Be sure to:
- Identify the business, including the name, current address, and phone number of the business. Describe the problem you are experiencing in full detail. The description of the dispute should include as many facts as possible including dates, places, contracts, letters, advertisements and what was said by each party, etc. Attach an additional page to explain the problem, if necessary.
- Do include your desired resolution to the dispute. State what action would resolve this matter to your satisfaction.
- Include your contact information. Include a daytime phone number and your mailing address if you want to be contacted. If you do not include this information it will be impossible for us to contact you to resolve the complaint.
- Include copies of any documents to support your complaint, such as, printed advertisements, sales slips contracts, letters, applications, cancelled checks or other documents. Keep all original supporting documents for your files.
Mail, email, or fax written complaints to the:
Arizona Department of Financial Institutions
Consumer Affairs Division
100 N. 15th Street, Suite 261 Phoenix, AZ 85007
E-mail: [email protected]
Facsimile: 602-381-1225
Q: How does the complaint process work?
A: Upon receipt of your complaint, the information is entered into DIFI’s database, assigned a case number, and then assigned to a Consumer Affair’s examiner. The examiner sends the complaint and any supporting documentation along with a cover letter to the appropriate contact person at the regulated entity. DIFI asks them to respond to the complaint within 10 business days from the date the complaint is received. The examiner will send you a confirmation letter including their name, contact information and the complaint case number for your reference. If the examiner needs additional information, the examiner will contact you and make a request. If you provide accurate initial information, it will assist with making the process more efficient.
Once the response has been received, the examiner reviews the submitted information and makes a determination concerning the merits of the complaint. This review process may involve further communication with you or the regulated entity. The Department will try to mediate a fair and equitable resolution. You will receive a letter documenting the conclusions, and actions regarding the complaint.
The complete complaint process can take 30-40 business days. In certain situations, the examiner may need to extend the processing time beyond the typical time frame. If this is necessary, the examiner will notify you.
Q: Do I have to comply with the resolution to the complaint?
A: No. You are not under DIFI’s jurisdiction, and the Department cannot provide you with legal advice.
Q: Are my rights limited by the resolution?
A: No. You have the right to pursue the matter yourself or with legal counsel regardless of how the Department handles the matter.
Q: Who can I call if I need more help in filling out the complaint form?
A: You may call the Consumer Affairs Division at 602-771-2800, option #2 with any questions.
