External complaint body: know your rights 

What is an external complaints body

An external complaints body (ECB) is an organization that is independent from banks, authorized foreign banks and federal credit unions (all referred to as banks). It deals with customer complaints about banking services and products.

Banks must be a member of the Ombudsman for Banking Services and Investments (OBSI).

As an ECB, OBSI provides a free and impartial review of complaints as part of a bank’s complaint-handling procedure. It can recommend a resolution for your complaint.

Your right to escalate your complaint to an external complaints body

You can ask OBSI to review your complaint against your bank if:

• your complaint has not been resolved to your satisfaction after going through the internal complaint-handling process, or
• 56 days have passed since your bank received your complaint

Learn how to file a complaint with an external complaints body.

Your rights when dealing with an external complaints body

When you escalate your complaint to OBSI, you have certain rights.

OBSI must:

• provide its services to you free of charge in English or French
• make sure that any person who works on your complaint, or acts on behalf of OBSI is:
  • impartial
  • independent from both you and the bank
• inform you about its terms of reference. These terms explain the services that OBSI provides
• provide any information and assistance you need to understand the terms of reference and the complaint procedure, upon request
• tell you in writing if your complaint or any part of it is outside of its mandate. OBSI must provide you with the reasons for that and tell you the name of any entity where you may file your complaint. It must do so within 30 days of receiving your complaint
• make a final written recommendation to you and your bank. It must do so within 120 days of receiving all the information needed to deal with the complaint
• make the summary of its recommendation available on its website. OBSI must do so within 90 days of making its recommendation to you and your bank

Your right to file a complaint against an external complaints body

If you have an issue with OBSI, try to resolve it directly with them.

Find the complaint-handling process for the Ombudsman for Banking Services and Investments.

At any point in the process, if the issue is not resolved to your satisfaction, you can consult with a legal professional for other options.

When these rights apply to you

These rights apply when you’re dealing with an external complaints body.

Learn more about how your banking rights are protected.