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Resolving Problems with your Bank

Last modified: 11 December 2014

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.

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.

Step three

If the problem still can’t be settled to your satisfaction, involve your bank’s ombudsman. An ombudsman helps consumers resolve disputes with their bank. Also included below is a complete list of ombudsmen’s offices across Canada:

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.

Royal Bank of Canada customers and TD Bank Group 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.

Helpful links and phone numbers

Amex Bank of Canada
1-800-668-2639
www.americanexpress.com/canada

BMO Financial Group
1-800-555-3000 / 416-927-6000
www.bmo.com

CIBC
Customer Care Centre: 1-800-465-2255 /
416-980-2255
www.cibc.com

Canadian Tire Financial Services
Customer Care Centre: 1-866-846-5841
www.ctfs.com

Canadian Western Bank
1-888-874-8574 / 780-423-8888
www.cwbank.com

Capital One Bank
1-800-481-3239
www.capitalone.ca

Citibank Canada
1-888-245-1112 / 416-947-4122
www.citibank.com/canada

Citizens Bank of Canada
1-888-708-7800
www.citizensbank.ca

Dundee Bank of Canada
1-866-884-3434
www.dbc.ca

HSBC Bank Canada
Customer Complaints: 1-888-310-HSBC (4722)
www.hsbc.ca

ICICI Bank Canada
1-888-424-2422
www.icicibank.ca

Industrial and Commercial
Bank of China (Canada)

905-882-8182
http://www.icbk.ca/

 

JPMorgan Chase, National Association
416-981-9200
http://www.chase.ca/

Laurentian Bank of Canada
Quality Management: 1-877-803-3731
www.lbcdirect.laurentianbank.ca

Manulife Bank of Canada
1-877-765-2265
www.manulifebank.ca

MBNA Canada Bank
1-800-404-1319
www.mbna.ca

National Bank of Canada
1-888-483-5628 / 514-394-5555
www.bnc.ca

Pacific & Western Bank of Canada
1-800-213-4282
www.pwbank.com

President’s Choice Bank
1-888-723-8881
www.pcfinancial.ca

Royal Bank of Canada
Customer Relations Centre:
English: 1-800-769-2540
French: 1-800-769-2541
www.rbc.com

Tangerine
1-888-826-4374
http://www.ingdirect.ca

The Bank of Nova Scotia
Office of the President
English: 1-877-700-0043 / 416-933-1700
French: 1-877-700-0044 / 416-933-1780
www.scotiabank.com

TD Bank Group
TD Access: 1-800-430-6095
www.td.com

Ubiquity Bank of Canada
1-888-881-0188
www.ubiquitybank.ca

Bank ombudsmen across Canada

Amex Bank of Canada
Compliance Officer and Ombudsman

101 McNabb Street
Markham ON, L3R 4H8
Tel: 1-888-301-5312 TTY 1-866-529-1344
Fax: 1-866 849-9660 / 905-940-7670

BMO Financial Group Ombudsman
55 Bloor Street West, 8th Floor
Toronto, ON M4W 3N5
Tel: 1-800-371-2541
Fax: 1-800-766-8029
E-mail: bmo.ombudsman@bmo.com

CIBC Ombudsman
P.O. Box 342, Commerce Court
Toronto, ON M5L 1G2
Tel: 1-800-308-6859 or 416-861-3313
Fax: 1-800-308-6861 or 416-980-3754
E-mail: ombudsman@cibc.com

Canadian Tire Bank
Chief Compliance Officer / Ombudsman

555 Prince Charles Drive
Welland, ON L3C 6B5
Tel: 905-714-2729
Fax: 905-714-2783
E-mail: ombudsman@ctfs.com

Canadian Western Bank Ombudsman
Ste 3000, 10303 Jasper Avenue
Edmonton, AB T5J 3X6
Tel: 1-888-423-8854
Fax: 780- 423-8897
E-mail: graham.gilbert@cwbank.com

Capital One Bank Ombudsman
P.O. Box 511
Scarborough Stn D
Scarborough, ON M2R 0A4
Tel: 416-228-5103
Fax: 416-228-5113
E-mail: ombudsman@capitalone.com

Citibank Canada Ombudsman
123 Front Street West, Suite 1700
Toronto, ON M5J 2M3
Tel: 1-888-245-1112
Fax: 416-947-4123
E-mail: citicanadaombudsman@citigroup.com

Citizens Bank of Canada Ombudsman
401-815 West Hastings Street
Vancouver, BC V6C 1B4
Tel: 604-682-7171
Fax: 604-682-2704
E-mail: service@citizensbank.ca

Dundee Bank of Canada Ombudsman
44 King Street West
Toronto, ON M5H 1H1
Tel: 1-800-785-8772
E-mail: ombudsman@scotiabank.com

HSBC Bank Canada
Office of the Ombudsman

300- 3555 Gilmore Way
Burnaby, BC V5G 4S1
Tel: 1-800-343-1180
Fax: 604-435-4139

ICICI Bank Canada
Don Valley Business Park
150 Ferrand Drive, Suite 1200
Toronto, ON M3C 3E5
Tel: 416-601-2771
E-mail: ombudsman.ca@icicibank.com

Industrial and Commercial Bank
of China (Canada) Ombudsman

Suite 102-103 East Asia Centre
350 Highway 7 East
Richmond Hill, ON L4B 3N2
Tel: 905-771-5676
Fax: 905-882-0239
E-mail: denise.tai@icbk.ca


JPMorgan Chase
Complaint Ombudsman
2220 Walkley Rd, 1st Floor
Ottawa, ON K1G 5L2
Tel: 1-855-208-3255
Fax: 1-877-919-3589

Laurentian Bank of Canada Ombudsman
1981 McGill College Ave, 14th Floor
Montreal, PQ H3A 3K3
Tel: 1-800-479-1244
Fax: 1-800-473-4790
E-mail: ombudsman@laurentianbank.ca

Manulife Bank Ombudsman
500 King Street North, Delivery Stn 500MA
Waterloo, ON N2J 4C6
Tel: 1-877-765-2265, ext. 248585
Fax: 1-877-565-2265

MBNA Bank Canada Ombudsman
P.O. Box 9629
Ottawa, ON K1G 6V1
Tel: 1-877-405-6262
Fax: 1-866-338-1041

Office of the National Bank Ombudsman
C.P. 275
Succ. Place D'armes
Montreal, PQ H2Y 3G7
Tel: 1-888-300-9004
Fax: 1-888-866-3399
E-mail: ombudsman.91521@bnc.ca

Pacific & Western Bank of Canada Ombudsman
140 Fullarton Street, Suite 2002
London, ON N6A 5P2
Tel: 306-664-8119
Fax: 306-244-4649
E-mail: ombudsman@pwbank.com

President’s Choice Bank
Ombudsman
CIBC Ombudsman
P.O. Box 342, Commerce Court
Toronto, ON M5L 1G2
Tel: 1-800-308-6859 or 416-861-3313
Fax: 1-800-308-6861 or 416-980-3754
E-mail: ombudsman@cibc.com

Royal Bank of Canada Ombudsman
P.O. Box 1, Royal Bank Plaza
Toronto, ON M5J 2J5
Tel: 1-800-769-2542 or 416-974-9146
Fax: 416-974-6922
E-mail: ombudsman@rbc.com

Tangerine Ombudsman
3389 Steeles Avenue East
Toronto, ON M2H 3S8
Tel: 416-497-4833 or 1-866-677-0547
E-mail: theombudsman@tangerine.ca

The Bank of Nova Scotia Ombudsman
44 King Street West
Toronto, ON M5H 1H1
Tel: 1-800-785-8772 or 416-933-3299
Fax: 1-866-787-7061
E-mail: ombudsman@scotiabank.com

TD Bank Group Office of the Ombudsman
P.O. Box 1, Toronto-Dominion Centre
Toronto, ON M5K 1A2
Tel: 1-888-361-0319 or 416-982-4884
Fax: 416-983-3460
E-mail: td.ombudsman@td.com

Ubiquity Bank of Canada Ombudsman
32071 South Fraser Way, Suite 303
Abbotsford, BC V2T 1W3
Tel: 1-888-881-0188
Fax: 1-888-881-8588
E-mail: ombudsman@ubiquitybank.ca

Zag Bank Ombudsman
Ombudsman Office
6807 Railway Street SE
Unit 120, Calgary, Alberta, T2H 2V6
E-mail: ombudsman@zagbank.ca