Filing a complaint with a bank: know your rights

All federally regulated financial institutions (banks, authorized foreign banks, federal credit unions and federally regulated trust, loan and insurance companies) must have a complaint-handling procedure in place. This includes customers having access to an independent and impartial review. For banks, authorized foreign banks and federal credit unions (all referred to as banks) that’s by an external complaints body (ECB).

Each bank’s complaint-handling procedure will have some differences.

Find the complaint-handling process for your financial institution.

Learn how to file a complaint with your financial institution

Your rights when dealing with your bank’s complaint-handling procedure

Banks must:

Your right to information about your bank's complaint-handling procedure

When you open an account at a bank, they must provide you with information about their complaint-handling procedure. They must do so in writing. This may be in paper or electronic format (if you consent to receive information this way). The information must be accurate and use language that is clear, simple and not misleading.

When you file a complaint with a bank, they must:

Your right to information about your bank’s complaint-handling activities

Banks must make certain information available to the public free of charge, within 135 days after the end of each fiscal year.

This information includes:

They’ll make this information available:

When these rights apply to you

These rights apply when you’re dealing with a bank, authorized foreign bank or federal credit union.

Learn more about how your banking rights are protected.

Page details

Date modified: