FCAC's Consumer Information Centre

The Financial Consumer Agency of Canada’s (FCAC) Consumer Information Centre provides information to consumers of financial products and services and to merchants.

How can the Consumer Information Centre help you

It may help you with information when:

• you want information on your rights when dealing with a bank (or other federally regulated entity)
• you want to know how to file a complaint with your bank (or other federally regulated entity)
• you want to better understand financial products and services

Here are examples of how the Consumer Information Centre may help you:

• provide you with information on the rules around financial products and services, such as bank accounts, credit cards, loans and mortgages
• explain the steps in the complaint-handling process of a bank (or other federally regulated entity)
• provide you with information and tools to help you manage your finances

The Consumer Information Centre officers are available to help you. You may contact them by online form, telephone or mail.

Contact the Financial Consumer Agency of Canada.

What does the Consumer Information Centre do with your information

FCAC collects information from enquiries. FCAC uses this information to support its mandate. For example, it helps FCAC monitor and evaluate trends and issues in the financial marketplace that may affect consumers like you.

The information that you provide to FCAC is protected under the Privacy Act and the FCAC Act.

Who should you file your complaint with

If you have a problem with your bank (or other federally regulated entity), you’ll need to file a complaint with them directly.

By law, banks and other federally regulated financial institutions are responsible for handling complaints made to them by consumers. While FCAC can explain your bank’s complaint-handling process, it does not resolve individual complaints.

Find the complaint-handling process for your financial institution.

Learn more about how FCAC oversees your bank’s complaint-handling process.

Can a merchant contact the Consumer Information Centre

The Consumer Information Centre officers respond to enquiries from merchants. They may help merchants by providing information about their rights when dealing with Payment Card Network Operators (PCNOs).

FCAC also collects information from merchant enquiries. FCAC uses this information to supervise PCNOs’ compliance with the Code of Conduct for the Payment Card Industry in Canada.

Learn more about the Code complaint-handling process.

Related links

• Filing a complaint about financial products and services
• Code of Conduct for the Payment Card Industry in Canada