Complaint-handling procedures of federally regulated financial entities

The Financial Consumer Agency of Canada (FCAC) supervises the compliance of federally regulated financial entities with federal consumer protection laws, including requirements for complaint-handling procedures.

Regulated entities are required to provide consumers with effective, timely and accessible complaint-handling procedures.^{Footnote 1}  The requirements include the obligation to make information about complaint-handling procedures available to consumers.

The following list includes links to the complaint-handling procedures for each entity.

• Amex Bank of Canada
• B2B Bank
• B2B Trustco
• Bank of America, National Association
• Bank of China (Canada)
• Bank of Montreal
• Bank of Nova Scotia (includes Scotia Mortgage Corporation)
• Bank of Nova Scotia Trust Company
• BNP Paribas
• Bridgewater Bank
• Caisse populaire acadienne ltée (UNI)
• Canada Life Assurance Company
• Canadian Imperial Bank of Commerce
• Canadian Tire Bank
• Canadian Western Bank
• Canadian Western Trust Company
• Capital One Bank (Canada Branch)
• Central 1 Trust Company
• CIBC Mellon Trust Company
• Cidel Bank Canada
• Citco Bank Canada
• Citibank Canada
• Citibank, N.A Canadian Branch
• Coast Capital Savings Federal Credit Union
• Community Trust Company
• Computershare Advantage Trust of Canada
• Computershare Trust Company of Canada
• Concentra Bank
• Concentra Trust
• Crédit Agricole Corporate and Investment Bank (Canada Branch)
• CS Alterna Bank
• CTBC Bank Corp. (Canada)
• Definity Insurance Company of Canada
• Desjardins Trust Inc.
• Deutsche Bank AG
• Digital Commerce Bank
• Effort Trust Company
• Equitable Bank
• Equitable Trust
• Fairstone Bank of Canada
• Fiduciary Trust Company of Canada
• Fifth Third Bank, National Association
• First Commercial Bank
• First Nations Bank of Canada
• General Bank of Canada
• GPC Financial Corporation
• Habib Canadian Bank
• Haventree Bank
• Home Bank
• Home Trust Company
• HomeEquity Bank
• ICICI Bank Canada
• Industrial Alliance Trust Inc.
• Industrial and Commercial Bank of China (Canada)
• Innovation Federal Credit Union
• Investors Group Trust Co. Ltd.
• KEB Hana Bank Canada
• Laurentian Bank of Canada (includes Laurentian Trust of Canada Inc. and LBC Trust)
• League Savings and Mortgage Company
• Legacy Private Trust
• M&T Bank
• Manulife Bank of Canada (includes Manulife Trust Company)
• MCAN Mortgage Corporation
• Mega International Commercial Bank Co., Ltd.
• MUFG Bank, Ltd., Canada Branch
• Natixis Canada Branch
• National Bank of Canada (includes Natcan Trust Company)
• Northern Trust Company, Canada (The)
• Northern Trust Company, Canada Branch (The)
• Odyssey Trust Company
• Peace Hills Trust Company
• Peoples Bank of Canada
• Peoples Trust Company
• PNC Bank Canada Branch
• President’s Choice Bank
• Rabobank Canada
• RFA Bank of Canada
• Rogers Bank
• Royal Bank of Canada
• Sagen Mortgage Insurance Company Canada
• Santander Consumer Bank
• SBI Canada Bank
• Shinhan Bank Canada
• Société Générale (Canada Branch)
• Solus Trust Company
• State Street
• State Street Trust Company Canada
• Sumitomo Mitsui Banking Corporation, Canada Branch
• Sun Life Financial Trust
• Swiss Re Corporate Solutions America Insurance Corporation
• Tangerine Bank
• TD Canada Trust
• Toronto-Dominion Bank (includes TD Mortgage Corporation and TD Pacific Mortgage Corporation)
• TSX Trust Company
• U.S. Bank Canada
• UBS Bank (Canada)
• United Overseas Bank Limited
• Vancity Community Investment Bank
• VersaBank
• Wealth One Bank of Canada
• Wells Fargo Bank, National Association, Canadian Branch