Consumer Complaint Resolution Process
The Office of
Consumer Credit Commissioner licenses and regulates non-depository lenders
providing consumer loans to
If you have a consumer complaint:
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First, contact the business. Attempt to resolve the complaint directly. A vast majority of companies value your business and prefer to resolve the issue amicably. When dealing with company personnel about your problem or concerns, attempt to secure promises, adjustments or other conditions in writing so as to document your results.
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Seek help. If the issue is not resolved to your satisfaction or the company is unresponsive to your inquiries, then file a complaint with the Office of Consumer Credit Commissioner, Better Business Bureau, or a small claims court. Your complaint should provide as much detail as possible, in other words, the complaint should provide who, what, where, when and why.
Filing a complaint with the OCCC
The Office of Consumer Credit Commissioner has provided a complaint form for your convenience on this Web site. These factors influence how effectively we can investigate your complaint:
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OCCC Jurisdiction: Due to statutory authority, this agency may not be in a position to assist you in the resolution of your complaint. We will attempt to locate the responsible authority—whether local, state or federal—and advise you or refer your complaint to the appropriate agency. Either way, we will notify you in writing.
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Complaint Types: The OCCC acts on written complaints. Written complaints must include copies of all relevant documents. We will assist, where possible, on oral and electronic complaints. Oral and electronic complaints generally involve verification of contract information, interest rate assessments, and inquiries concerning wrongdoings of business entities and/or Texas Finance Code violations.
OCCC dispute resolution process
Complaints are processed in the following manner: The complaint is assigned to a member of our Consumer Assistance Staff who determines if the complaint is within our jurisdiction. We will attempt to resolve your complaint in the most expedient manner, either over the telephone or through written correspondence, with the business entity in question. If, at any time, we need more information, we will contact you. If you need to provide us with additional information, please do so in writing. If we are unable to address the complaint by telephone or mail, it may be assigned to a field examiner for investigation and resolution. In any event, we will notify you. We will keep your complaint on file so that we can monitor business practices in the marketplace.
Tips for filling out the complaint form
These tips can help you give us all the information we need to investigate your complaint.
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Consumer Information: This section is provided for your contact information. If you file a complaint with our agency and expect restitution, it is imperative that we can get in contact with you. Correct and current information would be best.
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Company You Are Complaining About: The more information we have about the company you have a complaint about, the better. Include the names of individuals you have spoken/dealt with at that company whenever possible.
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Account Information: Information on your account as the company you are complaining about tracks it would be helpful as well. In rare instances, there are more people who share the same name, or relatives with similar names throw off the efforts by the company in question to locate your account information. We would like any possible credits or refunds to be applied to the proper account.
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Complaint Information: A short narrative on the events especially helpful, so we can better assess the situation as it applies to your complaint. Please include as many details as possible. It also tells us what you would consider restitution (if any applies).
