How to file a complaint with an external complaints body (ECB)

From: Financial Consumer Agency of Canada

Escalating complaint with your bank or federal credit union with an ECB

You can escalate a complaint with an ECB if:

  • if your complaint still can’t be resolved after going through the 3 internal steps at your bank, or
  • 90 days have passed since your complaint has been escalated to the second level of the complaint handling process at your bank or federal credit union

The second level of the complaint handling process is usually the step after the local branch level. Keep in mind that the second level of the complaint handling process will differ depending on your bank or federal credit union.

Find specific information on the complaints handling process at your bank or federal credit union, and at your ECB.

How to file a complaint against your ECB

If you have a complaint or a problem with an ECB, you should try to resolve the problem directly with your ECB.

If you’re not able to resolve your problem directly with your ECB, you can contact the Financial Consumer Agency of Canada (FCAC).

FCAC will monitor the ECB's compliance with the federal regulations with which it must comply. However, please remember that FCAC does not provide redress or compensation and cannot get involved in individual disputes.

Learn more about how FCAC handles complaints.

Contact FCAC.

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