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Protocol for complaining about your bank or financial institution

If you are having a dispute with your bank or financial institution, here are the steps to take to try to resolve any disagreement:

  • To begin, always attempt to resolve your complaint by contacting the bank manager or customer service.
  • If the issue does not get resolved, you should escalate it to a senior person at the bank or their Ombudsman's office. The Financial Consumer Agency of Canada has information on the complaint protocol required at your financial institution or bank.
  • If you have exhausted the complaint protocol and are not satisfied with the results you can contact the Ombudsman for Banking Services and Investments for possible further assistance.