FCAC's Consumer Information Centre
Learn how the Financial Consumer Agency of Canada’s (FCAC) Consumer Information Centre can help you. Find out how an officer can help you learn about your rights when dealing with a bank and where to file a complaint.
Key information
If you have a problem with a bank, you should file a complaint with them directly. FCAC does not resolve individual complaints. FCAC can help you understand a bank’s complaint process and guide you through the steps.
How the Consumer Information Centre can help you
This page uses the term “bank” to refer to federally regulated financial institutions generally.
Contact the Consumer Information Centre if you want to:
- learn about your rights when dealing with a bank
- learn how to file a complaint with a bank
- better understand financial products and services
The Consumer Information Centre may:
- explain products and services such as bank accounts, credit cards, loans and mortgages
- explain a bank’s complaint-handling process
- share tools and information to help you manage your money
The Consumer Information Centre officers are available to help you. You may contact an officer by online form, telephone or mail.
Contact the Financial Consumer Agency of Canada
If you’re a merchant
Officers also answer questions from merchants. They can explain your rights when dealing with Payment Card Network Operators (PCNOs).
What happens with your information
FCAC protects your information under the Privacy Act and the FCAC Act. FCAC collects and retains information from consumer and merchant enquiries in accordance with federal legislation.
FCAC uses it to support its mandate. For example, to track and evaluate trends and emerging issues in the financial marketplace. These trends and issues may affect consumers like you.
Where to file your complaint
If you have a problem with your bank, file your complaint with the bank. By law, banks and other federally regulated financial institutions are required to handle complaints made to them by consumers.
Learn how FCAC oversees your bank’s complaint-handling process.