 |
From time to time, a client may be unhappy with the service received or a decision made by the Bank. We strive for excellence in customer satisfaction, so we want to hear from clients who feel they have not been treated fairly. We want you, our client, to know that we will treat your concerns promptly and courteously and do whatever we can to resolve the issue. The Bank will:
- Respond promptly and fairly to any complaint you may have;
- Acknowledge and reply to formal complaints within two business days;
- Give you a committed date in cases where additional time is needed to acquire all the pertinent information to respond fully to the complaint;
- Keep you informed regarding the resolution of the complaint;
- Maintain a Canada-wide toll-free service 1 877 BDC-BANX (232-2269) and an email address to give customers access to the Complaint Handling Process.
The easiest way to resolve a specific concern is to:
- Discuss your situation in detail with the manager of your local branch. Most matters can be settled right away in this manner.
- If the issue is still unresolved, contact the Vice President responsible for the area or district by calling 1 877 BDC-BANX (232-2269) or emailing. A service representative will be happy to direct your call or provide the Vice President's address.
- If, after receiving the Vice President's response to your complaint, you are still not satisfied, contact the Office of the Ombudsperson. All we need to know to help you is:
- The nature of the problem;
- The name(s) of the person(s) already contacted;
- The branch or department of the Bank you have been dealing with.
The Ombudsperson will:
- Acknowledge receipt of your complaint within two business days;
- Respond to the complaint within 10 business days or, if the matter requires more time, keep you informed of developments;
- Provide the additional avenue of independent mediation when we have called a loan, or in certain consulting issues.
The Complaint Handling Process is without prejudice to the right of the Bank to take the measures necessary to protect its interests.
|
|
