B2b Bank complaints: how to make

If a customer has complaints to a B2B bank, he can apply to:

Ombudsman for Banking Services and Investments, phone: 416‑287‑2877 or 1‑888‑451‑4519, e-mail: [email protected]
Financial Consumer Agency of Canada, phone: 613‑996‑5454 or 1‑866‑461‑3222, e-mail: [email protected]
Chief Privacy Officer, phone: 416‑865‑5914 or 1‑866‑627‑1799
Office of Privacy Commissioner of Canada, phone: 819‑994‑5444 or 1‑800‑282‑1376
Seniors Champion of Laurentian Bank, e-mail: [email protected]

Structured Complaint Resolution Process

Step 1: Raise Your Concern – Clients are encouraged to first discuss the issue with their financial advisor or the Introducing Dealer. This initial step often leads to a swift resolution.
Step 2: Formal Complaint Submission – If the concern remains unresolved, clients can submit a formal complaint in writing to B2B Bank's Problem Resolution Analyst at the provided contact details.
Step 3: Escalation to Senior Management – Should the issue persist, clients may escalate the matter to the Vice President of Operations, ensuring a higher level of attention and review.
Step 4: Head of Complaints Resolution – For unresolved complaints after senior management review, the matter is directed to the Head of Complaints Resolution for impartial investigation and decision-making.
Step 5: External Review – If the complaint remains unresolved, clients have the option to refer the issue to the Ombudsman for Banking Services and Investments (OBSI) or the Financial Consumer Agency of Canada (FCAC) for an independent review.

Timely Acknowledgment – B2B Bank acknowledges receipt of complaints promptly, generally within five days, and provides clients with an overview of the resolution process.
Comprehensive Documentation – Clients receive a detailed Complaint Resolution Process brochure, outlining each step and expected timelines, ensuring clarity and transparency.
Senior Oversight – The Head of Complaints Resolution, an impartial senior officer, oversees the final stages of the complaint process, ensuring fair and unbiased handling.
External Oversight – Clients are informed of their right to seek external review through OBSI or FCAC, reinforcing B2B Bank's commitment to accountability and customer satisfaction.

Enhanced Protections – In alignment with the Financial Consumer Protection Framework, B2B Bank has strengthened its complaint-handling processes to address customer concerns more effectively.
Annual Reporting – B2B Bank publishes an annual complaint report detailing the number and nature of complaints received, actions taken, and resolutions achieved, promoting transparency and continuous improvement.