Complaints & Dispute Resolution

Clear Rock Trust Bank is committed to resolving customer complaints and disputes fairly, promptly, and in accordance with applicable law and our Terms and Conditions. This page explains how you can submit a complaint and how we will work to resolve it.

You may submit a complaint by any of the following methods:

• Email: support@clearrocktrust.com — Please include "Complaint" in the subject line and your full name, account number (if applicable), and a clear description of the issue.
• Mail: Write to us at the address below. Include your full name, contact information, account number (if applicable), and a detailed description of your complaint.
• In person or by phone: Visit or call us during business hours. Our staff will document your complaint and provide you with a reference number where applicable.

Clear Rock Trust Bank
Bank of America Plaza
901 Main Street
Dallas, TX 75202
United States
Email: support@clearrocktrust.com
Phone: +1 (825) 471-2925
Business Hours: Monday – Friday, 8:00 AM – 6:00 PM (Central Time)

We will acknowledge your complaint promptly (typically within a few business days) and provide you with a reference number or contact point. We will investigate the matter and aim to provide a substantive response within a reasonable time, which may vary depending on the complexity of the issue. We will keep you informed of progress where appropriate.

As set out in our Terms and Conditions (Section 18), disputes, claims, or controversies arising out of or relating to your account or our relationship with you may be resolved by binding arbitration in accordance with the Federal Arbitration Act and the rules of the American Arbitration Association. You and the Bank agree to bring claims only in an individual capacity and not as part of any class or representative action. You and the Bank also waive the right to a trial by jury to the extent arbitration does not apply. For full details, please refer to our Terms and Conditions.

If you are not satisfied with our response, you may have the right to refer your complaint to a regulatory or supervisory body. Clear Rock Trust Bank is chartered under the laws of the United States and regulated by the Office of the Comptroller of the Currency (OCC). You may contact the OCC's Customer Assistance Group for information or to file a complaint. We will cooperate fully with any regulatory investigation.

For any questions about this process or to submit a complaint:

Clear Rock Trust Bank
Bank of America Plaza, 901 Main Street, Dallas, TX 75202
Email: support@clearrocktrust.com
Business Hours: Monday – Friday, 8:00 AM – 6:00 PM (Central Time)