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.

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 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. The Canadian Bankers Association website has a link to CBA member bank websites.

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 an external complaints body. There are two government-approved external 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.

Before you contact an external complaints body, you should first try to resolve your complaint directly with your bank as described in steps one, two and three.
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External Complaints Bodies

The two external complaints bodies that investigate complaints are the Ombudsman for Banking Services and Investments (OBSI) and ADR Chambers Banking Ombuds Office. Before you contact the OBSI or ADR Chambers, you should first try to resolve your complaint directly with your bank as described in steps one, two and three.

You will need to confirm with your bank about the correct external complaints body to contact. The Government of Canada has confirmed that OBSI will soon be the only body approved to arbitrate complaints between banks and their customers. The transition to this new approach may take time, so speak with your bank to confirm the process.

The contact information for the two government-approved bodies that investigate complaints follows below:

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 link to CBA member bank websites.