Our customers come first in everything we do. If you have a complaint, we encourage you to let us know and give us the opportunity to resolve your concerns. We promise to address your complaint efficiently, professionally and in a timely manner, as retaining client confidence and trust is of utmost importance to EBC.
Ideally, problems should be resolved directly between the parties concerned, but that is not always possible. For those situations, we have created these procedures to provide assistance to customers in resolving disputes, and to communicate, when necessary, with regulators as may be required.
If you have a complaint about a product or service that you requested from us, please follow the following procedures, which are intended to assist in the satisfactory resolution of customer disputes:
Step 1 – Talk to Us
Talk to your EBC business representative.
If your concerns are not resolved, please contact the Complaint Handling Representative in the Complaints form. Generally, we are committed to returning your call within 2 business days to discuss the matter with you. Subsequently, the person in charge of your file will take all necessary measures to try to resolve the problem as quickly as possible.
If your concern is regarding a privacy matter, please use the form below and select the Privacy Officer.
Step 2 – Escalate to a Senior Designated Officer
If you are dissatisfied with the response, your complaint is unresolved after following Step 1, or the investigation has surpassed 14 days, we or you may escalate to our Managing Director:
Managing Director
390 Bay Street, Suite 700
Toronto ON M5H 2Y2
Complaints form
Step 3 – Escalate to EBC’s Chief Compliance Officer (CCO) or EBC’s Chief Privacy Officer (CPO)
If your complaint is unresolved after following Steps 1 and 2, we or you may escalate to the CCO. The CCO mandate is to conduct impartial reviews of unresolved financial services complaints for EBC customers. The process is based on fairness, integrity and respect and considers: the interests of all parties, any relevant documentation, applicable laws, rules, regulations, policies and industry practices, as well as the overall fairness of the situation. At the conclusion of a review, the CCO may facilitate a resolution between the parties or make a non-binding recommendation.
The CCO does not investigate certain types of complaints, including:
- Credit granting policies or risk management decisions of the Bank;
- Decisions to close/exit client relationships; Business decisions to change product or service offerings; Levels of service charges or fees that apply to all customers; Transaction or other product or service issues for which EBC records no longer exist; and matters that are or have been before a court, tribunal, or other independent dispute resolution body.
Chief Compliance Officer
390 Bay Street, Suite 700
Toronto ON M5H 2Y2
Complaints form
Chief Privacy Officer
Complaints respecting the privacy of your personal information will be forwarded to the EBC Chief Privacy Officer for investigation and resolution. You may contact the EBC Chief Privacy Officer at:
Office of the Chief Privacy Officer
390 Bay Street, Suite 700
Toronto ON M5H 2Y2
Complaints form
Although Exchange Bank of Canada does not enter retail transactions, the Bank is required to disclose its consumer provision complaints handling statistics which are set out in EBC’s Chief Compliance Officer’s Annual Report.
Complaints Form
Tip: If you need to restart this form, please refresh the web page.
Disclaimer: By sending any Communications to us, you are consenting to the personal and other information contained therein being collected, used and disclosed by EBC in accordance with EBC’s Privacy Policy and to permit EBC to address your inquiries, communications and/or concerns. You should not send any confidential, proprietary or sensitive information about you or others via the contact form. See our Terms of Use for more details.
If you are still not satisfied, you can contact:
Privacy Commissioner of Canada via one of the following means of communication:
30 Victoria Street
Gatineau, Quebec K1A 1H3
Tel: 1-800-282-1376 (toll-free) • 819-994-5444
Fax: 819-994-5424
Step 4 – Contact Regulatory Bodies
Ombudsman for Banking Services and Investments (OBSI)
You also have the additional option of escalating your complaint to the Ombudsman for Banking Services and Investments (OBSI) if you are not satisfied with the CCO response to your complaint. OBSI is an independent service for resolving disputes respecting banking services and investment services. It is your right to bring your case to OBSI for an impartial, informal and confidential review once all EBC escalation options have been exhausted. We expect to be able to resolve all complaints within 56 days; however, if our best efforts have been unable to provide a resolution within that time, you may also refer your complaint to OBSI. You must bring your complaint to OBSI within 180 calendar days from receipt of our final response to your complaint.
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Tel: 416-287-2877 or toll free: 1-888-451-4519
Fax: 1-888-422-2865
Email: [email protected]
Website: obsi.ca
Financial Consumer Agency of Canada (FCAC) using one of the following means of communication respecting consumer regulatory complaints:
427 Laurier Avenue West,
6th floor, Enterprise Building
Ottawa, Ontario K1R 1B9
Telephone: 613-996-5454 or toll-free 1-866-461-2232
Fax: 613-941-1436 or toll-free 1-866-814-2224
Website: www.fcac-acfc.gc.ca