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Resolving Problems with your Bank

Last modified: 30 July 2015

Banks have a multi-step process in place to help resolve complaints or problems. Should you encounter a problem with a particular financial product or service, refer to the steps below to settle your dispute.

Step one

Communicate the problem or concern to your branch or service centre. A customer service representative will help you. Or, ask to speak with a supervisor or manager. Your first contact with the bank has information on the bank's complaint-handling process. For website links for CBA member banks, visit our Member Bank page.

Step two

If the issue has not been resolved to your satisfaction, find out what to do next with your bank. In some cases, the next step is to contact a regional/area manager, local executive office or customer care/call centre. Ask a representative or manager at your branch/service centre for the number or address of who you should contact. Each bank has a brochure outlining the process for dealing with complaints, including contact numbers. Similar information is also available on the bank website. We have also provided some helpful phone numbers and web addresses below. For website links for CBA member banks, visit our Member Bank page.

Step three

If the problem still can’t be settled to your satisfaction, involve your bank’s ombudsman. An ombudsman helps customers resolve disputes with their bank. Included below is contact information for the bank ombudsmen’s offices for CBA-member banks: 

Amex Bank of Canada Ombudsman

BMO Financial Group Ombudsman
E-mail: bmo.ombudsman@bmo.com

CIBC Ombudsman
E-mail: ombudsman@cibc.com

Canadian Tire Bank Ombudsman
E-mail: ombudsman@ctfs.com

Canadian Western Bank Ombudsman
E-mail: graham.gilbert@cwbank.com

Capital One Bank Ombudsman
E-mail: ombudsman@capitalone.com

Citibank Canada Ombudsman
E-mail: citicanadaombudsman@citi.com

Citizens Bank of Canada Ombudsman
E-mail: ombudsman@citizensbank.ca

HollisWealth
E-mail: ComplianceComplaintsHW@scotiabank.com

HSBC Ombudsman
E-mail: commission_complaints@hsbc.ca

ICICI Bank Canada 
E-mail: ombudsman.ca@icicibank.com

Industrial and Commercial Bank
of China (Canada) Ombudsman

E-mail: jing.zhan@icbk.ca

JPMorgan Chase Ombudsman

Laurentian Bank Ombudsman
E-mail: ombudsman@laurentianbank.ca

Manulife Financial Ombud Liaison
E-mail: Ombud.Liaison.Office@manulife.com

National Bank Ombudsman
E-mail: ombudsman.clients@nbc.ca

Pacific & Western Bank of Canada Ombudsman

President’s Choice Financial Ombudsman
E-mail: ombudsman@cibc.com

RBC Ombudsman
E-mail: ombudsman@rbc.com

Tangerine Ombudsman
E-mail: theombudsman@tangerine.ca 

Scotiabank Ombudsman
E-mail: ombudsman@scotiabank.com

TD Bank Group Ombudsman
E-mail: td.ombudsman@td.com

Zag Bank Ombudsman (PDF)
E-mail: ombudsman@zagbank.ca

 

Step four

Independent ombudsman services

There are two independent bodies that investigate complaints from individuals and small businesses about products and services provided by bank financial groups. The objective of these services is to provide impartial and prompt resolution of complaints and they are available free of charge.

RBC Royal Bank customers and TD Canada Trust personal and commercial banking customers should contact:

ADR Chambers Banking Ombuds Office

Tel: 1-800-941-3655
Toll-free fax: 1-877-307-0014
www.bankingombuds.ca

112 Adelaide Street East, Toronto, ON M5C 1K9

All other complaints should be directed to:

Ombudsman for Banking Services and Investments (OBSI)

Tel: 1-888-451-4519 / 416-287-2877
Fax: 1-888-422-2865 or 416-225-4722
E-mail: ombudsman@obsi.ca
www.obsi.ca
401 Bay Street, Suite 1505, Toronto, ON M5H 2Y4

Before you contact the OBSI or ADR Chambers you must first try to resolve your complaint directly with your bank.