If you have a complaint about our services or products, please write to us at:
1200 Park Place, 666 Burrard St.
Vancouver, BC V6C 2X8
Tell us what went wrong, when it happened and what action you expect – for example, money back, an apology, account correction.
We will acknowledge your complaint in writing, as soon as possible, typically within 5 business days of receiving your complaint.
We normally provide our decision in writing, within 90 days of receiving a complaint. It will include:
If we cannot provide you with our decision within 90 days, we will inform you of the delay and explain why our decision is delayed, and give you a new date for our decision.
If you are not satisfied with our decision, you may be eligible for the Ombudsman for Banking Services and Investments (OBSI) dispute resolution service.
Taking your complaint to OBSI
You may be eligible for OBSI’s free and independent dispute resolution service if:
You have the right to use OBSI services if:
Time limits apply:
Filing a complaint with OBSI
Telephone: 1-888-451-4519 or 416-287-2877 in Toronto
For more information about OBSI and their complaint process, visit www.obsi.ca