NCUA Releases Ombudsman Annual Report

The National Credit Union Administration released today its inaugural Office of the Ombudsman 2023 Annual Report. The report highlights information and statistical data on the Ombudsman’s core programs, stakeholder feedback from the Post Examination Survey, and lessons learned.

In addition to defining the Ombudsman Office’s standards of practice and the conditions under which someone should contact the Ombudsman Office, the report provides information on the:

• Dispute Resolution Program

• Case Management and Data Analysis Program

• Stakeholder Engagement and Outreach Program

In 2023, the Ombudsman Office fielded 79 information requests, resolved 449 inquiries, and conducted four independent reviews. Lessons learned include the need for proactive and collaborative engagement and leveraging survey analytics.

The NCUA Board created an independent Ombudsman Office in 2023; the Office of the Ombudsman 2023 Annual Report is a deliverable from the 2023-2024 budget.