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The Charter outlines BDC's commitment to its customers.
We pledge to provide high standards of conduct and exemplary service in all our dealings with you, our customer. The Charter of Client Rights outlines BDC's commitment to you.
Accountability
- The Charter of Client Rights is monitored by an Ombudsperson, whose mandate is to ensure the Bank adheres to its principles at all times.
- The Ombudsperson reports directly to the President and Chief Executive Officer of the Bank.
- All Bank employees are informed about the Charter and are expected to adhere to it at all times.
Information
- BDC will communicate with you in plain, understandable language.
- BDC will promptly inform you of any changes it deems necessary to your financial arrangements.
- BDC will advise you 30 days in advance of any change in fees applicable to you.
Fairness
- Access to the Bank and its services is provided to customers throughout Canada.
- The Bank pledges to honour its commitment with regard to the official languages in communicating with you.
Confidentiality
- All information regarding you and your business is strictly confidential, except when disclosure is permitted by law or approved by you in writing.
- All Bank personnel are required to sign an oath of confidentiality.
Due process
To enhance communication with its customers, the Bank will:
- Maintain a toll-free number across Canada;
- Provide you with clear, concise information on how to access and apply for Bank services;
- Advise you promptly of changes in personnel assigned to serve you;
- Deliver high-quality consulting services, and, if necessary, consider replacement of consultants and/or services;
- Provide business planning guidelines should you require assistance when applying for financing;
- Respond to your loan application within 10 business days of receiving all required information from you and, in case of any delay in processing, will inform you of the reason and advise you as to when you can expect a response;
- Issue a Letter of Offer outlining in plain language the terms, conditions, security, and fees applicable to the loan you are offered;
- Advise you of the reasons for declining a loan application and, where appropriate, suggest alternative sources of assistance;
- Maintain regular contact with the customer, and, when appropriate and mutually beneficial, visit the customer's place of business;
- In normal circumstances, provide the customer with 15 days' notice before calling a loan;
- Assure two levels of review before calling a loan.
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