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. For website links for CBA member banks, visit our Member Bank page.
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. For website links for CBA member banks, visit our Member Bank page.
If the problem still can’t be settled to your satisfaction, involve your bank’s ombudsman. An ombudsman helps customers resolve disputes with their bank. Included below is contact information for the bank ombudsmen’s offices for CBA-member banks:
If 90 days have passed since you raised your complaint at step two (e.g. with a manager, local executive office or customer care centre), you can bring your issue to the external complaints body used by your bank (see step four).
Independent ombudsman services
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.
Customers who have banking complaints with National Bank of Canada, Royal Bank of Canada, Scotiabank, Tangerine or TD Bank Group should contact their regulated external complaints body:
ADR Chambers Banking Ombuds Office
Toll-free fax: 1-877-307-0014
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
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.