What You Need to Know:

  • Banks are in the customer service business and they work hard at building longstanding relationships with their clients. If a problem does occur, however, banks have a process in place to help their clients resolve complaints.


The Four Step Process


There are four potential steps to solving a problem with a bank.

Step one:

step 1

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.

Step two:

step 2

If the issue has not been resolved to your satisfaction, find out from your bank what to do next. 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 who you should contact and how you can reach them. Each bank has information outlining the process for dealing with complaints, including contact information, in its branches and on the bank website.

Step three:

step 3

If the bank still hasn’t settled the problem to your satisfaction, contact your bank’s ombudsman, who is independent of the product areas of the bank. Banks’ internal ombudsmen help consumers resolve disputes with their bank. The Canadian Bankers Association website has a list of bank ombudsman contacts, including email addresses.

Step four:

step 4

Contact an external complaints body. There are two government-approved independent bodies that investigate complaints from individuals and small businesses about products and services provided by banks. The objective of these services is to provide impartial and prompt resolution of complaints and they are available free of charge.

Ombudsman Services

The two independent bodies that investigate complaints are the Ombudsman for Banking Services and Investments (OBSI) and ADR Chambers Banking Ombuds Office (the latter serves RBC and TD Canada Trust personal and commercial banking customers only). Before you contact the OBSI or ADR Chambers, you must first try to resolve your complaint directly with your bank as described in steps one, two and three.

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.

More Information

The Canadian Bankers Association website has a list of internal bank ombudsman contacts, including email addresses.