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Bank of Whittier - Customer Complaint policy
It is the policy of Bank of Whittier, N.A. (“Bank”) to response to customer complaints, disputes and issues immediately, to take each complaint seriously, to investigate each complaint – however small it is – immediately and to take remedial actions swiftly.
As soon as a complaint is received, it is documented and is logged into a special log. The complaint is sent directly to the CEO or his deputy and the Compliance Officer in order to take action. All complaints and records of complaints are kept in a special complaints’ folder with the Compliance Officer. Reports on complaints are reviewed during the Compliance Committee meeting and in the Board meetings.
The Bank is focused on providing financial products and services to all customers (“You” or “Your”) in compliance with all Federal and State regulatory policies including but not limited to consumer protection, fair lending and civil rights laws.
In the event of a complaints needs to be filed with Bank of Whittier, the individual/entity can:
- Contact the Compliance Officer of Bank of Whittier, N.A. at (562) 945-7553 ext. 113
- Notify Bank of Whittier in writing at:
15141 E. Whittier Blvd., Whittier, CA 90603
Tel: 562-945-7553 ext.113 or Fax (562) 945-5031
The compliant should be submitted in writing, and should include the following information:
- The name, address, and telephone number of the complainant.
- A description of the act or practice that is thought to be unfair or deceptive, or in violating of existing law or regulation, including all relevant facts.
Response to a compliant sent directly to the Bank will typically be provided before the end of thirty (30) day period from the date that the Bank received the compliant.
In the event a complaint is not resolved to your satisfaction you may contact our federal regulator, Office of the Comptroller of the Currency (“OCC”), for further review at OCC Customer Assistance Group, toll-free (800) 613-6743 or TDD Number (713) 658-0340. You can also visit OCC’s Consumer Site at www.HelpWithMyBank.gov.