Banks have a multi-step process in place to help resolve complaints or problems. Should you encounter a problem with a particular financial product or service, refer to the steps below to settle your dispute.
Communicate the problem or concern to your branch or service centre. A customer service representative will help you. Or, ask to speak with a supervisor or manager. Your first contact with the bank has information on the bank's complaint-handling process.
If the issue has not been resolved to your satisfaction, find out what to do next with your bank. In some cases, the next step is to contact a regional/area manager, local executive office or customer care/call centre. Ask a representative or manager at your branch/service centre for the number or address of who you should contact. Each bank has a brochure outlining the process for dealing with complaints, including contact numbers. Similar information is also available on the bank website. We have also provided some helpful phone numbers and web addresses below.
If the problem still can’t be settled to your satisfaction, involve your bank’s ombudsman. An ombudsman helps consumers resolve disputes with their bank. Also included below is a complete list of ombudsmen’s offices across Canada:
There are two independent bodies that investigate complaints from individuals and small businesses about products and services provided by bank financial groups. The objective of these services is to provide impartial and prompt resolution of complaints and they are available free of charge.
Royal Bank of Canada customers and TD Bank Group personal and commercial banking customers should contact:
ADR Chambers Banking Ombuds Office
Tel: 1-800-941-3655
Toll-free fax: 1-877-307-0014
www.bankingombuds.ca
112 Adelaide Street East, Toronto, ON M5C 1K9
All other complaints should be directed to:
Ombudsman for Banking Services and Investments (OBSI)
Tel: 1-888-451-4519 / 416-287-2877
Fax: 1-888-422-2865 or 416-225-4722
E-mail: ombudsman@obsi.ca
www.obsi.ca
401 Bay Street, Suite 1505, Toronto, ON M5H 2Y4
Before you contact the OBSI or ADR Chambers you must first try to resolve your complaint directly with your bank.
| Amex Bank of Canada BMO Financial Group CIBC Canadian Tire Financial Services Canadian Western Bank Capital One Bank Citibank Canada Citizens Bank of Canada Dundee Bank of Canada HSBC Bank Canada ICICI Bank Canada Industrial and Commercial ING Bank of Canada | JPMorgan Chase, National Association Laurentian Bank of Canada Manulife Bank of Canada MBNA Canada Bank National Bank of Canada Pacific & Western Bank of Canada President’s Choice Bank Royal Bank of Canada The Bank of Nova Scotia TD Bank Group Ubiquity Bank of Canada |
| Amex Bank of Canada BMO Financial Group Ombudsman CIBC Ombudsman Canadian Tire Bank Canadian Western Bank Ombudsman Capital One Bank Ombudsman Citibank Canada Ombudsman Citizens Bank of Canada Ombudsman Dundee Bank of Canada Ombudsman HSBC Bank Canada ICICI Bank Canada Industrial and Commercial Bank | ING Bank of Canada Ombudsman JPMorgan Chase Laurentian Bank of Canada Ombudsman Manulife Bank Ombudsman MBNA Bank Canada Ombudsman Office of the National Bank Ombudsman Pacific & Western Bank of Canada Ombudsman President’s Choice Bank Royal Bank of Canada Ombudsman
The Bank of Nova Scotia Ombudsman TD Bank Group Office of the Ombudsman Ubiquity Bank of Canada Ombudsman |
