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For Consumers |
Know Your Rights: Opening a Bank Account |
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Complaint handling process
Problems are a fact of life. It is important that people are aware of, and have access to, a system for addressing problems and for making complaints.
Financial institutions must help if you want to make a complaint. Federal legislation requires financial institutions to:
- have a clear complaint handling process in place and one or
more employees dedicated to handling customer complaints;
- file a copy of their complaint process with the Financial Consumer
Agency of Canada FCAC;
- provide customers with information on how to contact the FCAC
if they have a complaint about an institution not complying with
consumer laws.
A customer and his/her institution may not always resolve a problem.
As a result, each financial institution is also required to belong
to an external dispute resolution system (an ombudsman organization).
If you have difficulty finding out about your institution's complaint handling process or experience problems using it, we want to know.
If you don't know the complaint handling process for your financial institution, you can call us toll-free: 1-866-461-3222 and we will be pleased to provide you with it.
Have a question or complaint?
Call us at 1-866-461-3222 or contact us via our Web site. If you believe that a financial institution has breached a
consumer law, click here
for information on making a complaint. |
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