Directory of Organizations
Financial Services
This category is divided into the four "pillars" of Canadian financial services:
- Banks
- Trust companies, credit unions, cooperatives and caisses populaires
- Insurance companies
- Securities
Banks
If you have a concern or problem with your bank, the first thing you should do is try to address it with your branch or service centre. A customer service representative may be able to help you. If not, you should ask to speak with a supervisor or manager.
If your situation has not been resolved to your satisfaction, you should find out what to do next within your bank. In some cases, the next step is to contact a regional or area manager or local executive office. Ask a representative or manager at your branch or service centre for the number or address of the person you should contact, or call one of the numbers below.
When the problem still cannot be settled to your satisfaction, your next move is to involve your bank's ombudsman. An ombudsman's job is to help consumers resolve disputes with their bank. Below is a complete list of the ombudsmans' offices across Canada. Beyond your bank's ombudsman is the Ombudsman for Banking Services and Investments (OBSI). The OBSI is an independent body that investigates complaints from individuals and small business about banking services. Its objective is to provide impartial and prompt resolution of complaints.
For information on bank self-regulation, contact the Canadian Bankers Association, and for information on consumer protection legislation governing banks, as well as a great deal of other related information, contact the Financial Consumer Agency of Canada (FCAC).
Helpful Numbers
Amex Bank of Canada
1-800-668-2639
Banca Commerciale Italiana of Canada
1-800-263-5431
Bank of Montreal
InfoService
1-800-555-3000
Scotiabank
Customer Service Centre
1-800-4-SCOTIA(72-6842)
CIBC
Customer Care Centre
1-800-465-2255
Canadian Western Bank
1-888-874-8574
Citibank Canada
1-800-387-9292
HSBC Bank Canada
1-888-310-HSBC (4722)
Laurentian Bank of Canada
1-800-BLC-1846
National Bank of Canada
1-888-TELNAT-1 (1-888-835-6281)
Royal Bank of Canada
Customer Relations Centre
1-800-769-2540
TD Canada Trust
1-800-430-6095
ING Direct
1-800-464-3473
Your Bank's Ombudsman
Ombudsman for Banking
Services and Investments (OBSI)
P.O. Box 896
Station Adelaide
Toronto ON
Tel.:
Toll Free: 1-888-451-4519
Fax:
Toll Free: 1-888-422-2865
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca
AMEX Bank of Canada
101 McNabb Street
Markham ON
Tel.:
Toll Free: 1-888-301-5312
Fax:
E-mail: BankOmbud@aexp.com
Bank of Montreal
Bank of Montreal Tower
8th Floor, 55 Bloor Street West
Toronto ON
Tel.: 1-800-371-2541
Scotiabank
Scotia Plaza
44 King Street West
Toronto ON
Tel.:
Toll free: 1-800-785-8772
Fax:
E-mail: ombudsman@scotiabank.com
CIBC
P.O. Box 342
Commerce Court
Toronto ON
Tel.:
Toll free: 1-800-308-6859
Fax:
Toll Free: 1-800-308-6861
E-mail: ombudsman@cibc.com
Canadian Western Bank
Canadian Western Bank Place
Suite 2300, 10303 Jasper Avenue
Edmonton AB
Tel.: 1-888-423-8854
Fax:
E-mail: graham.gilbert@cwbank.com
Citibank Canada
Citibank Place
Suite 1700, 123 Front Street West
Toronto ON
Tel.: 1-888-245-1112
Fax:
HSBC Bank Canada
Suite 500, 885 West Georgia Street
Vancouver BC
Tel.: 1-800-343-1180
Fax:
ING Bank of Canada
Suite 900, 111 Gordon Baker Road
Toronto ON
Tel.:
Toll Free: 1-866-677-0547
Fax:
Laurentian Bank of Canada
Laurentian Bank Tower
1981 McGill College Avenue
Montreal QC
Tel.:
Toll free: 1-800-473-4782
Fax:
Email: ombudsman@laurentianbank.com
National Bank of Canada
PO Box 275
Montréal QC
Tel.: 1-888-300-9004
Fax: 1-800-260-8003
Royal Bank of Canada
PO Box 1
Royal Bank Plaza
Toronto ON
Tel.:
Toll Free: 1-800-769-2542
Fax:
E-mail: ombudsman@rbc.com
Toronto Dominion Bank
PO Box 1
Toronto Dominion Centre
Toronto ON
Tel.:
Toll Free: 1-888-361-0319
Fax:
E-mail: td.ombudsman@td.com
Self-regulation and Government Regulation of Banks
The Canadian Bankers Association (CBA) develops industry standards and provides a forum for dialogue between the banks and the public. Services include tips on protecting your credit cards and fraud identification for Visa and Mastercard.
PO Box 348
Commerce Court West
30th Floor, 199 Bay Street
Toronto ON
Tel.:
Toll Free: 1-800-263-0231
Fax:
E-mail: inform@cba.ca
Web site: www.cba.ca
The Financial Consumer Agency of Canada (FCAC) works to protect and educate consumers in the area of financial services, providing consumer information and overseeing financial institutions to ensure that they comply with federal consumer protection measures.
6th Floor, 427 Laurier Avenue West
Ottawa, Ontario
Tel.:
Toll free:
Fax:
Toll free: 1-866-814-2224
Web site: www.fcac.gc.ca
The Office of the Superintendent of Financial Institutions (OSFI) is the primary regulator of federal financial institutions and pension plans. Its mission is to safeguard policyholders, depositors and pension plan members from undue loss.
National Headquarters
255 Albert Street
Ottawa ON
Tel.:
Toll free: 1-800-385-8647
Web Site: www.osfi-bsif.gc.ca
Trust Companies, Credit Unions, Cooperatives and Caisses Populaires
If you have a problem with your financial institution, try to resolve it within your branch. If you cannot resolve your problem, contact one of the government regulators listed below.
Newfoundland and Labrador
Commercial and Corporate Affairs
Department of Government Services
Credit Union Deposit Guarantee Corporation
PO Box 340
Marystown NL
Tel.:
Toll Free: 1-877-279-0170
Fax:
Web site: www.cudgc.nf.net
Nova Scotia
Department of Environment and Labour
Financial Institutions
7th Floor, 5151 Terminal Road
Halifax NS
Tel.:
Toll free: 1-877-9ENVIRO
Fax:
E-mail: fininst@gov.ns.ca
Web site: www.gov.ns.ca/enla/fin/fininst.htm
Prince Edward Island
Office of the Attorney General
4th Floor, Shaw Building
PO Box 2000
95 Rochford Street
Charlottetown PE
Tel.:
Fax:
New Brunswick
Department of Justice
Credit Union, Cooperatives and Trust Companies Branch
PO Box 6000
Kings Place
Fredericton NB
Tel.:
Fax:
Web site: www.gnb.ca/0062/index-e.asp
Quebec
Inspecteur général des institutions financières
Direction des services administratifs
800 D'Youville Place
Québec QC
Tel.: (418) 643-3625
Toll free:
E-mail: igif@igif.gouv.qc.ca
Web site: www.igif.lautorite.qc.ca
Ontario
Ministry of Finance, Financial Services Commission of Ontario
FSCO Ombudsman
Credit Union and Caisses Populaires Complaints
4th Floor, 5160 Yonge Street
PO Box 85
North York ON
Tel.:
Toll free: 1-800-263-0541
Web site: www.fsco.gov.on.ca
Manitoba
Department of Finance
Financial Institutions Regulation branch
Suite 1115, 405 Broadway
Winnipeg MB
Tel.:
Toll Free: 1-800-282-8069 (Manitoba only)
Fax:
E-mail: insurance@gov.mb.ca
Web site: www.gov.mb.ca/finance/cca/firb/
Saskatchewan
Registrar of Credit Unions
Financial Institutions Division
6th Floor, 1919 Saskatchewan Drive
Regina SK
Tel.:
Fax:
E-mail: fid@sfsc.gov.sk.ca
Alberta
Alberta Treasury
Financial Institutions Division
Credit Unions
Room 402,
Edmonton AB
Tel.:
Fax:
E-mail: financial.inst@gov.ab.ca
Web site: www.finance.gov.ab.ca
Credit Counselling Services of Alberta
Suite 440,
Edmonton AB
Tel.:
Toll Free: 1-888-294-0076
Fax:
Credit Counselling Services of Alberta
Suite 225, 602 - 11th Avenue SW
Calgary AB
Tel.:
Toll free: 1-888-294-0076
Web site: www.creditcounselling.com
British Columbia
Financial Institutions Commission
Suite 1900, 1050 West Pender Street
Vancouver BC
Tel.:
Toll Free: 1-888-249-9299
Fax:
E-mail: FICOM@gems9.gov.bc.ca
Web site: www.fic.gov.bc.ca
Northwest Territories
Security Registry
PO Box 1320
Stewart M. Hodgson Building
Yellowknife NT
Tel.:
Fax:
Nunavut
Securities and Legal Registries
Department of Justice
PO Box 1000, Station 570
Iqaluit NU
Tel.:
Fax:
Insurance
When you have a problem, first talk with your insurance agent or broker. Then, if you still need help, you may wish to consider contacting an appropriate industry association or your provincial or territorial insurance regulator.
Industry Associations
Life and Disability Insurance
Canadian Life and Health
Insurance Association Inc.
Suite 1700, 1 Queen Street East
Toronto ON
Tel.:
Toll free: 1-800-268-8099
Fax:
Web site: www.clhia.ca
Suite 630, 1001 Maisonneuve Blvd. West
Montreal QC
Tel.:
Fax:
Suite 400, 46 Elgin Street
Ottawa, ON
Tel.:
Fax:
Property and Casualty Insurance
Insurance Bureau of Canada (IBC) - Head Office
Suite 1800, 151 Yonge Street
Toronto ON
Tel.:
Toll free: 1-800-761-6703
Fax:
E-mail: consumercentre@ibc.ca
Web site: www.ibc.ca
IBC Ottawa
Suite 808, 155 Queen Street
Ottawa ON
Tel.:
Fax:
IBC Atlantic Provinces
Suite 1706, 1969 Upper Water Street
Halifax NS
Tel.:
Toll Free: 1-800-565-7189 (Atlantic provinces only)
Fax:
IBC Quebec Region
Suite 600, 500 Sherbrooke Street West
Montréal QC
Tel.:
Toll Free: 1-800-361-5131 (Quebec Only)
Fax:
IBC Ontario Region
Suite 1800, 151 Yonge Street
Toronto ON
Tel.:
Toll Free: 1-800-387-2880 (Ontario Only)
Fax:
IBC Prairies, Northwest Territories and Nunavut
Suite 401,
Edmonton AB
Tel.:
Toll Free: 1-800-377-6378 (Only Prairies, Northwest Territories and Nunavut)
Fax:
IBC British Columbia and Yukon
Suite 1010, 510 Burrard Street
Vancouver BC
Tel.:
Toll free: 1-877-772-3777 (British Columbia only)
Fax:
Provincial and Territorial Insurance Regulatory Bodies
Newfoundland and Labrador
Insurance Division
Confederation Bluiding, West Block
PO Box 8700
St. John's NL
Tel.:
Fax:
Prince Edward Island
Superintendent of Insurance
Office of the Attorney General
4th Floor, 95 Rochford Street
PO Box 2000
Charlottetown PE
Tel.:
Fax:
Web site: www.gov.pe.ca/oag/ccaid-info
Ontario
Financial Services Commission of Ontario
17th Floor, 5160 Yonge Street
PO Box 85
North York ON
Tel.:
Toll free: 1-800-668-0128
TTY:
Toll free: 1-800-387-0584
Fax:
Web site: www.fsco.gov.on.ca
Manitoba
Manitoba Finance
Financial Institutions Regulation Branch
Suite 1115, 405 Broadway
Winnipeg, MB
Tel.:
Toll free: 1-800-282-8069 (in Manitoba)
Fax:
E-mail: insurance@gov.mb.ca
Web site: www.gov.mb.ca/finance/cca/firb
Saskatchewan
For complaints against insurance companies in Saskatchewan:
Superintendent of Insurance
Financial Institutions Division
Saskatchewan Financial Services Commission
6th Floor, 1919 Saskatchewan Drive
Regina SK
Tel.:
Fax:
E-mail: fid@sfsc.gov.sk.ca
Web site: www.sfsc.gov.sk.ca/financial/insurance.shtml
For complaints against agents and brokers in Saskatchewan:
General Insurance Council of Saskatchewan
Suite 310, 2631-28 Avenue
Regina SK
Tel.:
Fax:
Web site: www.insurancecouncils.sk.ca
Alberta
The Alberta Insurance Council is responsible for licensing insurance agents and adjusters, and will take complaints about both.
Toronto Dominion Tower
Suite 901,
Edmonton AB
Tel.:
Toll Free: 1-800-461-3367 (Alberta Only)
Fax:
E-mail: info@abcouncil.ab.ca
Web site: www.abcouncil.ab.ca
Life Plaza
Suite 350,
Calgary AB
Tel.:
Toll Free: 1-800-461-3367 (Alberta Only)
Fax:
E-mail: info@abcouncil.ab.ca
Web site: www.abcouncil.ab.ca
Yukon
Superintendent of Insurance
Consumer and Safety Services
PO Box 2703
Whitehorse YT
Tel.:
Fax:
E-mail: consumer@gov.yk.ca
Securities
Before purchasing securities (i.e. stocks, bonds and mutual funds), you may wish to seek out information and advice. Four sources from consumer groups to industry associations that answer securities questions are set out below.
Every province has a securities commission to administer and enforce securities legislation. Their mandates include protecting investors from unfair, improper and fraudulent practices. Complaints can be sent to the commissions. Given the confidential nature of the complaint, some commissions request complaints be sent in hard copy rather than electronically.
Investor Information
Canadian ShareOwners Association
The Canadian ShareOwners Association is an independent non-profit organization serving the needs of individual investors and investment clubs. Its mandate is to educate Canadians on successful investing, and it offers programs and tools to make investing easier for Canadians.
7th Floor, 121 Richmond Street West
Toronto ON
Tel.:
Toll Free: 1-800-268-6881
Fax:
E-mail: customercare@shareowner.com
Web site: www.shareowner.com
The Investor Learning Centre of Canada
The Centre is a not-for-profit organization dedicated to providing non-promotional investment materials. It issues publications, holds seminars and has a resource centre, and answers questions concerning investors, bonds, stocks, capital and the market system.
Resource Centre
Main Floor, 121 King Street West
Toronto ON
Tel.:
E-mail: investorlearning@csi.ca
Web site: www.investorlearning.ca
Investment Fund Institute of Canada
The Institute is the national association of the investment funds industry. Its responsibilities include broadening public awareness and understanding of mutual funds and the overall investment funds industry. It administers mutual fund education courses.
5th Floor, 151 Yonge Street
Toronto ON
Tel.:
Toll Free: 1-888-865-4342
Fax:
Web site: www.ific.ca/eng
Suite 1800, 1010 Sherbrooke Street West
Montreal QC
Tel.:
Fax:
ADVOCIS, The Financial Advisor Association of Canada
The Association can explain the role of a financial planner and give advice on choosing an appropriate planner.
350 Bloor Street East
Toronto ON
Tel.:
Toll free:
Fax:
Email: info@advocis.ca
Web site: www.advocis.ca
Securities Commissions
Newfoundland and Labrador
Securities Division
Department of Government Services Confederation Building
2nd Floor, West Block
PO Box 8700
St John's NL
Tel.:
Fax:
Web site: www.gov.nf.ca/gs/cca/scon/
Nova Scotia
Nova Scotia Securities Commission
2nd Floor, Joseph Howe Building
1690 Hollis Street
PO Box 458
Halifax NS
Tel.:
Fax:
Web site: www.gov.ns.ca/nssc
Prince Edward Island
Securities Office
Consumer, Corporate, and Insurance Services Division
Office of Attorney General
95 Rochford Street
PO Box 2000
Charlottetown PE
Tel.:
Fax:
Web site: www.gov.pe.ca/securities
New Brunswick
Securities Commission
Department of Justice
Harbour Building
Suite 606, 133 Prince William Street
Saint John NB
Tel.:
Fax:
E-mail: securities.branch@gnb.ca
Web site: www.gnb.ca/justice
Quebec
Autorité des marchés financiers
22nd Floor, Tour de la Bourse
800 Victoria Square
P.O. Box 246
Montreal QC
Tel.:
Toll Free: 1-866-526-0311
Fax:
E-mail: courrier@cvmq.com
Web site: www.cvmq.com
Ontario
Ontario Securities Commission
Inquiries and Contact Centre
Suite 1903, 20 Queen Street West
Toronto ON
Tel.:
Toll Free: 1-877-785-1555
Fax:
E-mail: inquiries@osc.gov.on.ca
Web site: www.osc.gov.on.ca
Manitoba
Manitoba Securities Commission
Suite 1130, 405 Broadway Avenue
Winnipeg MB
Tel.:
Fax:
E-mail: securities@gov.mb.ca
Web site: www.msc.gov.mb.ca
Saskatchewan
Saskatchewan Financial Services Commission
Securities Division
6th Floor, 1919 Saskatchewan Drive
Regina SK
Tel.:
Fax:
Web site: www.sfsc.gov.sk.ca
Alberta
Alberta Securities Commission
4th Floor, 300-5 Avenue SW
Calgary AB
Tel.:
Fax:
E-mail: inquiries@seccom.ab.ca
Web site: www.albertasecurities.com
Note: In Alberta, to be connected to provincial government offices toll free, dial 310-0000 and follow the instructions.
British Columbia
British Columbia Securities Commission
701 West Georgia Street
P.O. Box 10142, Pacific Centre
Vancouver BC
Tel.:
Toll Free: 1-800-373-6393 (British Columbia and Alberta Only)
Fax:
E-mail: inquiries@bcsc.bc.ca
Web site: www.bcsc.bc.ca
Northwest Territories
Northwest Territories Registrar of Securities
Department of Justice
Government of the Northwest Territories
1st Floor, Stuart M. Hodgson Building
PO Box 1320
Yellowknife NT
Tel.:
Fax:
Web site: www.justice.gov.nt.ca/SecuritiesRegistry/SecuritiesRegistry.htm
Yukon
Yukon Securities Registry
Consumer and Safety Services
Corporate Affairs
PO Box 2703
Whitehorse YT
Tel.:
Fax:
Web Site: www.gov.yk.ca/depts/community/corp
Nunavut
Nunavut Securities and Legal Registries
Department of Justice
PO Box 1000 Station 570
Iqaluit NU
Tel.:
Fax:
- Cat. No. Iu20-1/2005E-HTML
- ISBN 0-662-39048-2
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