How to Make a Complaint

Banking & You

How to Make a Complaint

Article

Banks have a process in place to help you resolve problems with your bank. If you have a problem with a particular financial product or service, refer to the steps below.

Step one:

Talk to someone in your branch or bank service centre first. A customer service representative might be able to help you and resolve your concern. You can also ask to speak to a supervisor or manager. Your first contact with the bank has information on the bank's complaint-handling process.

Step two:

If the issue has not been resolved to your satisfaction, find out from your bank what to do next. Banks have information outlining the process for dealing with complaints, including contact information, in their branches and on their website. In some cases, the next step is to escalate your complaint to a manager, local executive office or customer care centre. Ask a representative or manager at your branch/service centre who you should contact and how you can reach them.

Step three:

If the bank still hasn’t settled the problem to your satisfaction, contact your bank’s senior designated officer or employee (for example, a Chief Complaints Officer) responsible for handing complaints, who is outside of the product areas of the bank. This officer helps consumers resolve disputes with their bank. Contact information can be found on your bank's website.

Banks have 56 days to deal with your complaint (starting after the day on which the complaint is received). You can also bring your issue to the external complaints body used by your bank (see step four).

Step four:

Contact the external complaints body. The Ombudsman for Banking Services and Investments (OBSI) is the government-approved external body that investigates complaints from individuals and small businesses about products and services provided by banks. OBSI’s objective is to provide impartial and prompt resolution of complaints free of charge.

Questions?

If you have general questions about banking in Canada, call the Canadian Bankers Association’s Banking Information Line at 1-800-263-0231 or send an email to inform@cba.ca.