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Step 1: Local level First, you should try to resolve the problem directly with the manager or customer service representative of your financial institution. This would involve dealing with branch staff or the branch's local representative. Step 2: Senior level or internal ombudsman If your complaint cannot be resolved at the branch or local level, it may be referred to a senior staff member or an internal ombudsman. Step 3: Third-party review In most cases, if your complaint has not been resolved to your satisfaction, you can have it reviewed by a third party. This service is non-binding and is available to any individual or small business with a complaint.
Provincial regulator In some cases, depending on the type of financial institution you deal with, you may also contact your provincial regulator. For a list of the regulators in your province, please visit the Other Regulators section of our Web site or call us toll-free at: 1-866-461-3222. FCAC Part of FCAC's role is to ensure that financial institutions have a complaint-handling process in place. If you are having difficulty finding out about your institution's complaint-handling process or if you are experiencing delays when using it, call us toll-free at the number above. However, please keep in mind that FCAC does not provide redress or compensation and that we cannot get involved in individual disputes. Click here to learn more about how we handle complaints. |
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