How to file a complaint with an external complaints body or an independent complaint-handling organization

If you have an issue with your financial institution, you can file a complaint by using its complaint-handling process.

Find out how to file a complaint with your financial institution.

What are external complaints bodies and independent complaint-handling organizations

External complaints bodies (ECBs) and independent complaint-handling organizations are independent from your financial institution. They provide a free and impartial review of your complaint about a financial product or service. You can involve them when your bank (including federal credit unions and authorized foreign banks) or trust and loan company couldn’t resolve your complaint to your satisfaction. The ECB can recommend a resolution for your complaint.

A bank must be a member of one of the two following ECBs and can use either of them:

Federally regulated trust and loan companies must be a member of an independent complaint-handling organization.

If your complaint is about an insurance provider, you can follow its complaint-handling process to resolve it.

Find out how to file a complaint about your insurance provider.

Moving to one external complaints body for banking

As of November 1, 2024, Canada will have 1 external complaints body (ECB) to handle complaints about financial products and services.

How to escalate a complaint with your bank to an external complaints body

You can ask the ECB to review your complaint against a bank if:

How to escalate a complaint with your trust and loan company to an independent complaint-handling organization

You can escalate a complaint with your trust and loan company to an independent complaint-handling organization if:

The second level of the complaint-handling process is usually the step after the local branch level.

Types of complaints an external complaints body or an independent complaint-handling organization can review

Complaints must fall within the ECB’s or the independent complaint-handling organization’s terms of reference. These define how they operate and the types of services they provide. You can usually find a copy of their terms of reference on their websites. Contact them for more information.

Learn more about your rights when dealing with an external complaints body.

Change of external complaints body or independent complaint-handling organization

A bank or trust and loan company may change the ECB or independent complaint-handling organization it is a member of. If they do so, the previous ECB or independent complaint-handling organization must transfer existing complaints to the new one. This includes all information related to the complaints. The new ECB or independent organization must inform you without delay once your file has been transferred to them.

ECBs and independent complaint-handling organizations must follow Canadian privacy laws when they transfer your file.

Learn more about federal privacy laws on the Office of the Privacy Commissioner of Canada website.

If you’ve already taken legal action

You may have already taken legal action regarding your complaint. ECBs and independent complaint-handling organizations are not part of the court system. They won’t usually investigate a complaint if you filed a court action for the same problem. You can contact your financial institution’s ECB for more information.

How to file a complaint against an external complaints body or an independent complaint-handling organization

You may have a problem with an ECB or independent complaint-handling organization. If you’re in that situation, try to resolve the issue directly with them.

If you can’t resolve your complaint with them, contact the Financial Consumer Agency of Canada (FCAC).

Find the complaint-handling process for external complaints bodies and independent complaint-handling organization.

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