Question 7: What will DFI do with my complaint?
Upon receiving a complaint, DFI will determine whether it is within its regulatory jurisdiction. (See " Question 1: What institutions can DFI investigate?") If the complaint is not within DFI's jurisdiction, DFI will refer it to the appropriate agency.
If the complaint falls within DFI's regulatory jurisdiction, DFI will send a copy of the complaint to the appropriate institution and request that the institution provide a response to you and to DFI within a set time, usually a deadline of fifteen days from the date of receipt by the institution. DFI will also send you a letter acknowledging receipt of the complaint and outlining the procedures that will be followed in handling the complaint.
After receiving a response from the institution, DFI may either request more information or documentation from the institution or from you, or determine that no further action need be taken by DFI at that time because the situation is resolved or because the matter must be pursued in a civil action. Where investigation warrants, DFI may take appropriate regulatory action, as described in the Answer to Question 4, "What can DFI do in response to a consumer complaint?". In any event, you and the institution will be kept apprised of the status of the complaint