Consumer Complaint - Non- Depository Institutions

If you have experienced problems with financial services operating under the Ohio Small Loan Act and the Mortgage Loan Act, mortgage brokers, check-cashers, check casher lenders, pawnbrokers, precious metals dealers, credit services organizations and insurance premium finance companies:

First, try to communicate directly with the company.

Before filing a written complaint, the Division strongly encourages you to communicate directly with the company. To assist you, the Division has worked with the industry to develop a list of Consumer Complaint Contacts for many of the companies. If the company you are doing business with is not listed, you may contact the Division of Financial Institutions, (614) 728-8400 for assistance.

• Consumer Complaint Contact List

If you are unable to resolve the problem, you may:

• Complete a consumer complaint form  or
• Write a letter describing the problem.
• State your attempts to resolve the problem directly with the institution.
• State what you think the institution should do to correct the problem.
• Include copies (not your originals) of pertinent documentation (i.e. checks, statements, correspondence, etc.).
• Include your mailing address and a daytime telephone number.
• Mail complaints regarding registrants under the Ohio Small Loan Act and the Mortgage Loan Act, mortgage brokers, check-cashers, check casher lenders, pawnbrokers, precious metals dealers, credit services organizations and insurance premium finance companies to:

Division of Financial Institutions

77 South High Street, 21^st Floor

Columbus, OH 43215-6120

(614) 728-8400

When the Division receives a written complaint, experienced staff members will review the complaint in detail, acknowledge receipt in writing, and forward the complaint to a senior officer at the institution. The institution will be requested to respond directly to you in writing within 30 days, and to send a copy of their response to the Division. When the Division receives a copy of the institution’s written response to you, the matter will be considered resolved.

The division makes no judgments about the merits of your complaint or the adequacy of the institution’s response. Further, the Division cannot guarantee that consumers will receive a response or what that response may be. Nevertheless, in the vast majority of cases, institutions regulated by the Division respond to complainants in a businesslike and timely manner.