If you have an issue with a financial institution, first, you should try to resolve the issue with the financial institution. If you have attempted to work with the institution but need more assistance, you can file a complaint with the department. Here are the ways to file a complaint with TDFI:. Once the complaint is completed and sent to the department, the complaint will be assigned to a Consumer Resources Examiner to review. If more information is needed, the assigned examiner will contact the complainant.
In most cases, the complaint and supporting documentation will be sent to the financial institution or licensee; however, there may be situations where a different course of action is taken. The intention of the complaint mediation process is to open the lines of communication between consumers and businesses; foster settlements acceptable to both parties; and to ultimately resolve the dispute before further action needs to be taken.
Once a complaint is processed, it is assigned to a consumer specialist. The consumer specialist will send the business your complaint in its entirety along with a letter asking the business to provide a response to our office within 21 days. The consumer specialist will also send you a letter indicating that your complaint has been sent to the business. If the business replies, a copy of their response will be sent to you. You will have an opportunity to review the response and provide a rebuttal if applicable.
If we do not receive a response from the business, your consumer specialist will send a second notification to the business and the business will be given 14 additional days to respond. If the Division does not receive a response from the business after the second letter is sent, we can attempt to seek a response using different contact information. The Division asks consumers to provide all contact information that they have for the business. Title 10, Chapter 7. To file a consumer complaint and have the Division mediate the dispute, one of the following must be true:.
If you have a consumer complaint, contact the business first. Try talking to a manager. If you are still not satisfied, try contacting the owner of the business or the corporate headquarters of the business. Please see draft letter located here for an example of what to include in your communication to the business. If you are still not satisfied after contacting the business, file a consumer complaint with the Division of Consumer Affairs.
Complaints can also be filed by mail, fax, or email. Processing times may be longer for these submission methods. After your complaint is received and processed, the Division will notify you through the mail or by email if you provided an email address within 14 days that your complaint has been assigned to a consumer specialist and sent to the business. Once a response is received, the consumer can accept the response or submit a rebuttal that will be sent back to the business for further mediation.
If the business does not respond, a second letter will be sent giving the business 14 additional days to respond. There are variations based on the specific complaint, but the average mediation time from the opening to the closing of a complaint is 90 days. The Division cannot force a business to rectify your complaint.
Depending on the nature of the complaint and the payment method used, you may find assistance from your credit card company in disputing charges. Small claims court may also be an option to consider. Consumers who wish to seek formal legal actions based on their claims should seek a private attorney or visit our web page on Tennessee legal resources. Yes, but please allow time for your complaint to be processed first. Processing may take up to 14 days depending on current caseload.
If you are worried that your complaint was not received, you may email consumer. Once processed, you will receive a notice from a consumer specialist letting you know that your complaint is being sent to the business.
The direct contact for your assigned consumer specialist will be listed in that notice. The business will be given 21 days to respond to our office. Once received, the consumer specialist will forward that response to you for review and a rebuttal if applicable. While you are welcome to contact your consumer specialist with questions or concerns remember to list your name and file number in the subject field of the e-mail , please refrain from asking for an update on your complaint while the day response window is still open.
The Division cooperates and works closely with other government agencies. If there is a determination that a complaint is out of our jurisdiction or could be referred to another agency for assistance, the Division forwards those complaints to the appropriate agencies, especially when there is regulatory oversight.
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