1. We—DC Government—will contact you within three business days of receiving your consumer complaint.

2. We will review the facts of your problem, analyze DC laws and regulations, and contact the institution for a response.

3. If we find that the institution violated DC laws and regulations, we will require the institution to correct the issue. If not, no action will be taken.

4. We will do our best to complete your case within 45 business days. We will send you a closing letter with the final status of the investigation and an update on if any next steps are needed.

If the consumer complaint raises issues that fall outside our authority, we will send you correspondence and inform you regarding what governmental entity has proper jurisdiction.

It depends. We may not be able to help with an issue if the financial institution isn’t required to follow DC laws and regulations. Instead, DISB will facilitate a referral to another government agency for help if your problem falls outside of our authority.

We do not provide legal advice. Please consult an attorney if you think it is required.

First, take a look at the frequently asked questions at the bottom of the page. If you still have questions, please contact our Consumer Services team at 202-727-8000, Monday to Friday, 8:15 am to 4:45 pm. You may also email us at disbcomplaints@dc.gov using the subject line “I have a question.”

What type of financial institution can DC Government investigate?

Examples of financial institutions that we—DC Government—investigate include banks, insurance companies, student loan servicers, mortgage lenders, check cashers, service contracts, and investment advisors. We can’t help with problems that involve financial institutions that aren’t required to follow DC laws and regulations, but we may be able to help you contact another government agency for help if your problem falls outside of our authority.

What type of issues can DC Government investigate?

We can assist with any concerns you have with your bank, insurance company, lender, or other financial institution. We can also help you figure out how to pay back your student loans.

Will DC Government contact the financial institution I’m having a problem with?

We may forward a copy of your request for help to your financial institution and ask them for an explanation. We’ll review their explanation to determine if they violated DC laws and regulations. If we find a violation, we can require them to take action to correct the problem.

Will DC Government help me understand my agreement with the financial institution?

Yes, if it could help solve the problem, we may explain the details of your agreement with the financial institution.

What can DC Government do to help if the financial institution’s actions didn’t violate any DC laws or regulations?

If we don’t find that the company violated any DC law or regulation, we may suggest alternative solutions for you to resolve your problem. That could include helping you contact another government agency if your problem falls outside of our authority.

Can DC Government represent me in court?

No, we can’t be your legal representative or intervene in a lawsuit, in or out of court. Because we can’t represent you in a legal action or offer you legal advice, you may need to consult an attorney. If you are at risk of or involved in a foreclosure, we may refer you to our Foreclosure Prevention Program, which may include legal services.

Can DC Government investigate my denied medical insurance claim?

We can investigate whether the insurance company had a good faith reason for denying your medical claim or if they violated your agreement or any DC laws or regulations. However, we can’t give any advice or make any decisions about your medical condition.

Can DC Government determine whether the financial institution is telling the truth?

No, we can’t settle disputes of facts surrounding your problem or decide who is telling the truth in a dispute between you and your financial institution.

Can the Department of Motor Vehicles (DMV) hold my fine until DC Government has finished investigating my problem?

No, we can’t ask the DMV to hold your fine while we investigate.

Can DC Government recommend a financial institution to me?

No, we can’t make recommendations or help you decide which financial institution to do business with.

Can DC Government share confidential documents from the financial institution?

Unfortunately, we can’t share documents that the financial institution says are confidential. We will comply with any court-ordered requests for documents.

I have an unresolved problem from several years ago. Can you help?

It depends. The law only requires that financial institutions keep certain records for 7 years, so if your problem is more than 7 years old, we may not be able to help.