Consultation on FCAC’s proposed Guideline on Complaint-Handling Procedures for Banks and Authorized Foreign Banks

Current status: Closed

This consultation closed on December 11, 2021.

This was the first in a series of consultations on guidelines that FCAC has developed to help banks comply with their new obligations in the Bank Act and the new Financial Consumer Protection Framework Regulations, which will come into force on June 30, 2022. 

About the consultation

The Financial Consumer Agency of Canada (FCAC) invited comments on a proposed Guideline on Complaint-Handling Procedures for Banks and Authorized Foreign Banks (Guideline).

The Guideline sets out clear principles and expectations that banks should use when developing their policies and procedures to ensure they deal with consumer complaints promptly, consistently, and in a manner that is easy for consumers to navigate and understand.

Next steps

FCAC considered all comments received and modified the proposed Guideline, where appropriate. The final Guideline on Complaint-Handling Procedures for Banks and Authorized Foreign Banks was published on January 27, 2022. FCAC also plans to publish an anonymized summary of comments on Canada.ca.​

Related information

Contact us

Financial Consumer Agency of Canada
Supervision and Enforcement Branch
427 Laurier Avenue West, 6th floor
Ottawa, ON K1R 1B9

FCAC.Consultation.ACFC@fcac-acfc.gc.ca

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