A guide on how to resolve a complaint with your bank

(NC) If you have a problem with your bank, you have the right to file a complaint. Here are the steps to follow:

Step 1: Ask a bank representative for help
This can be someone from the branch, their call centre or the online chat function. Before you file your complaint, you should:

• review your bank’s complaint-handling process,
• write down details about the problem so you can explain the facts clearly,
• gather supporting information with specific dates and names,
• think about what you’d like the bank to do, for example, repay any fees it charged you.

Step 2: Escalate
If the issue isn’t resolved within 14 days, ask the bank to refer your case to its complaint-handling department. If you’re not satisfied with the resolution offered, the bank must provide you with a detailed written response.

Step 3: Call in the reinforcements
Fifty-six days after you first filed your complaint, if the issue isn’t resolved to your satisfaction, file your complaint with the external complaints body (ECB). It is an independent organization that provides a free and impartial review of your complaint. Ask your bank how to contact the ECB.

You can also report your complaint to the Financial Consumer Agency of Canada (FCAC). While FCAC does not resolve individual disputes and does not provide redress or compensation, it uses complaint data to identify situations when banks don’t comply with their obligations.

Learn more about how to file a complaint with your bank at canada.ca/money.