Complaints to Banks and Bank Regulators

58.

We next want to ask you questions about your experience with making complaints to banks and bank regulators. The next several questions try to gauge your personal experience making a complaint about a bank and your checking account. How likely are you to ever contact any of these entities when you have a problem with your checking account? (Read each name in turn. Read the possible ratings only the first time, so they get the hang of it. Check response.) Show card #14.

		Not likely	Somewhat likely	Very likely
a.	Bank
b.	State Regulator
c.	Federal Regulator
d.	Better Business Bureau
e.	Consumer affairs organization
f.	Congressperson or Senator

59.	Which of these entities would you contact first?
	(Select one)
	1.		Bank
	2.		State Regulator
	3.		Federal Regulator
	4.		Better Business Bureau
	5.		Consumer affairs organization
	6.		Congressperson or Senator

60.	Have you ever submitted a written or e-mail complaint to your bank regarding the following matters: Circle all that apply. {Show card #15.}
	(Select one)
	1.		Failure to receive a canceled check
	2.		Substitute check
	3.		Check image
	4.		Fees for canceled checks, substitute checks, check images, or check copies
	5.		Double-posting of a check (the same check was debited twice from the account)
	6.		None (Click here to go to question 63.)
	7.		Other

61.	Please explain the complaint.

62.	Were you satisfied with the resolution of the complaint? {Show card #16.} Probe for details.
	(Select one)
	1.		Extremely satisfied
	2.		Very satisfied
	3.		Moderately satisfied
	4.		Somewhat satisfied
	5.		Not satisfied at all
	6.		Not Applicable

63.	Have you ever submitted a written complaint to the following entities regarding a problem with a bank? Circle all that apply. {Show card #17.}
	(Select one)
	1.		Federal Reserve System
	2.		Federal Deposit Insurance Corporation
	3.		National Credit Union Administration
	4.		Office of the Comptroller of the Currency
	5.		Office of Thrift Supervision
	6.		None of the above (Click here to go to question 67.)

64.	IF YES: Was the complaint about any of the following? {Show card #18.}
	(Select one)
	1.		Substitute check
	2.		Check image
	3.		Fees for check copies
	4.		Double-posting of a check
	5.		Other - please explain
	6.		Not Applicable

65.	Please briefly describe the complaint and the resolution.

66.	Were you satisfied with the resolution of the problem? {Show card #19.} Probe for details.
	(Select one)
	1.		Extremely satisfied
	2.		Very satisfied
	3.		Moderately satisfied
	4.		Somewhat satisfied
	5.		Not satisfied at all
	6.		Not Applicable

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Full Report: GAO-09-8

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