Updated: April 2025  |  bremo.io financial guides

How to File a Bank Complaint in Canada: FCAC + Ombudsman Guide 2025

Every Canadian has the right to complain about their bank — and federally regulated banks are required by law to have a complaint handling process. Whether you've been charged an incorrect fee, had a loan application unfairly denied, received misleading advice, or experienced poor customer service, this guide walks you through every step of the complaint process, from talking to your branch to escalating to national regulators.

Step 1: Complain Directly to Your Bank First

Canadian banking law requires that you attempt to resolve a complaint with your bank before escalating to external bodies. Start at the source — this is also often the fastest path to resolution.

Start with your branch or customer service

Call your bank's main customer service line or visit your branch. Explain your issue clearly, state what resolution you're seeking, and ask for a case or reference number. Keep notes of every interaction: the date, time, the name of the person you spoke with, and what was said or offered.

Escalate to the bank's complaint department

If front-line customer service doesn't resolve your issue, ask to escalate to the bank's formal complaints department or customer ombudsman. Every federally regulated bank in Canada is required to have one. Response timelines at this stage are typically 14–30 days. Key contacts:

• RBC: RBC Client Care Centre, then RBC Ombudsman
• TD: TD Customer Service, then TD Ombudsman
• Scotiabank: Scotiabank Customer Concerns, then Scotiabank Ombudsman
• BMO: BMO Customer Service, then BMO Ombudsman
• CIBC: CIBC Complaints, then CIBC Ombudsman

At this stage, put your complaint in writing (email or letter) so there is a documented record. Clearly state: what happened, when it happened, what you've already been told, and what outcome you want.

Step 2: Escalate to OBSI — The Banking Ombudsman

If your bank's internal complaint process doesn't resolve your issue to your satisfaction — or if 90 days have passed without resolution — you can escalate to OBSI (Ombudsman for Banking Services and Investments). OBSI is an independent, not-for-profit organization that investigates unresolved complaints about banks and investment firms.

What OBSI does

• Investigates complaints about retail banking and investment products
• Provides a free, impartial review of the dispute
• Can recommend compensation up to $350,000
• Typically resolves cases within 180 days

What OBSI cannot do

• Force a bank to pay — recommendations are not legally binding (though banks almost always comply)
• Handle complaints about investment advice at non-OBSI member firms
• Handle complaints about credit bureaus or insurance companies

How to file with OBSI

Visit obsi.ca and submit a complaint online. You'll need to provide documentation of your prior attempts to resolve the issue with the bank, along with a clear description of the problem and what resolution you're seeking. There is no cost to file with OBSI.

Step 3: File with FCAC for Regulatory Violations

The Financial Consumer Agency of Canada (FCAC) is the federal regulator responsible for ensuring that banks comply with consumer protection laws. FCAC handles complaints about potential violations of federal banking regulations — for example, if a bank failed to provide required disclosures, charged fees beyond what their terms allow, or violated the Code of Conduct for the Credit and Debit Card Industry.

FCAC vs OBSI: What's the difference?

• OBSI resolves individual disputes and can recommend compensation to you personally
• FCAC investigates regulatory compliance and takes action against banks that violate laws — but doesn't award individual compensation

If your complaint involves a bank systematically overcharging fees, failing to provide required documents, or engaging in misleading practices, filing with FCAC is appropriate even if OBSI is also handling your individual dispute.

How to contact FCAC

Visit fcac-acfc.gc.ca or call 1-866-461-FCAC (3222). FCAC is bilingual and available in both English and French.

What Kinds of Complaints Can You Make?

• Incorrect fees charged to your account
• Unauthorized account changes
• Misleading product information or sales practices
• Credit card billing errors
• Unfair loan or mortgage denial you believe was discriminatory
• Failure to apply payments correctly
• Privacy breaches involving your financial data
• Violations of the bank's own terms and conditions
• Poor complaint handling by the bank itself

Tips for an Effective Complaint

1. Document everything. Keep records of all interactions — dates, names, reference numbers, and what was said.
2. Be specific. State exactly what happened, when, and what you want — a fee reversal, a correction, an apology, compensation.
3. Be reasonable. Complaints seeking proportionate remedies are taken more seriously than those seeking disproportionate compensation.
4. Use written communication. Email and online forms create a paper trail that phone calls don't.
5. Know your rights. The FCAC website has excellent plain-language guides to your rights as a bank customer in Canada.

Provincial Regulators and Credit Unions

The complaint process above applies to federally regulated banks (the Big 5 and Big 6, plus other Schedule I banks). Credit unions are provincially regulated — if you have a complaint about a credit union (like Desjardins in Quebec, or Servus in Alberta), contact your provincial financial regulator instead of FCAC or OBSI.