How can I file a complaint against my financial institution?

When dealing with a deposit-taking institution, such as a bank or trust company, there is a complaint mechanism process consumers should follow.

• The first step is to discuss the issue with the branch manager.
• If unsatisfied, the next step is to contact the head office of the financial institution. A contact name and telephone number may be obtained by contacting the Financial Consumer Agency of Canada (FCAC), the Government of Canada organization handling consumer complaints about their financial institution.
• 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.
  • For banks and trust companies, you may contact the Ombudsman for Banking Services and Investments (OBSI) 
  •  For concerns and complaints about life and health products and services issued by life insurance companies, contact the Canadian Life and Health Insurance OmbudService (CLHIO)
  • For problems concerning home, car and business insurance, you can contact the General Insurance OmbudService (GIO)

Please note that OSFI has NO AUTHORITY to hear consumer complaints against federally regulated financial institutions. These complaints should be addressed to the Financial Consumer Agency of Canada (FCAC).

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How can I contact OSFI if I have a question?

To contact OSFI:

Toll-free telephone: 1-800-385-8647; in the Ottawa area, the number is 613-943-3950.

Hours of operation: 8:30 a.m. – 6:00 p.m., Eastern Time, Monday through Friday.

Facsimile: 613-990-5591

E-mail: extcomm@osfi-bsif.gc.ca

Enquiry form

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