You can find the complaint-handling process for your financial institution by searching below. Simply type in the name - or part of the name - of your financial institution, and click on the Search button. You must follow the steps of the complaint-handling process in the order in which they are listed.

Note: The search tool uses the legal name of the financial institution, which can sometimes be different from the common name you are familiar with. For example, the legal name of TD Canada Trust is The Toronto-Dominion Bank, and the legal name of Scotiabank is The Bank of Nova Scotia.

If you are having difficulty finding the complaint process for your institution, try the following.

1. Search by type of financial institution below:
   
   
   • Bank
   • Insurance Company
   • Loan Company
   • Retail Association
   • Trust Company

   OR

2. Search by only part of the name of the institution. For example, "Scotia" or "Montreal".

   OR

3. Call us toll-free at: 1-866-461-3222.

For more information on complaint-handling, you may also wish to consult CFSON's Complaint Information Kit. This kit outlines the basic steps for making a complaint about a financial product or service and gives tips on what to do at each step. It also provides specific steps for each industry and provides a sample letter and a Complaint Organizer. In addition, the kit contains a link to the financial module of Industry Canada's Complaint Courier, if you wish to make your complaint on-line.