Customer Complaint Handling Procedures

At Wealth One Bank of Canada, we take pride in our service and are committed to providing you with the best customer service that we can. If you have a concern or a complaint, please follow our easy 3-step Customer Complaint Handling Procedures (CCHP) so that we can work with you to resolve it as quickly as possible.

Step One: Talk to Your Customer Service Representative

Many complaints can be resolved at the first point of contact. If you have a complaint, talk to the customer service representative of the business unit that you have been dealing with. In reaching out to a customer service representative, please ensure to provide details about your concern, including when the issue occurred, how you have been impacted and what resolution you are expecting. While we encourage you to reach out by telephone, all formal complaints should be in writing (letter or e-mail).

If the customer service representative is not able to resolve your complaint to your satisfaction they can engage their supervisor, who has the authority to resolve, in a timely manner, most complaints that arise. You can reach your business unit representative by:

Step Two: Contact the Business Unit Head

If the customer service representative is not able to resolve your complaint to your satisfaction, you can escalate it to the Business Unit Head of that business unit by:

Our goal is to resolve your issue within 5 business days. If, for any reason, we cannot resolve the issue within that timeframe, we will let you know.

Step Three: Write to the Senior Complaints Officer

If the Business Unit Head is not able to resolve your complaint to your satisfaction, you can escalate it to Wealth One Bank of Canada’s Senior Complaints Officer.

Working closely with both customers and the business units, our Senior Complaints Officer conducts a full investigation of customer complaints, subject to certain limitations, and is committed to providing an impartial review to help customers and Wealth One Bank of Canada reach a fair, reasonable and transparent resolution. If your complaint has not been resolved within the first two steps of our CCHP, you can choose to submit your complaint in writing to the Senior Complaints Officer.

You will receive an acknowledgement of your written complaint within 5 business days of it being received. If your complaint is within the Senior Complaints Officer’s mandate and has been through the first two steps of the CCHP, a full investigation will be undertaken. Most investigations are concluded within 4 - 6 weeks and you will be provided with a resolution/recommendation in writing. Any recommendations made are non-binding and parties are free to accept or reject them and pursue other options for resolution.

Some matters fall outside of the Senior Complaints Officer’s mandate and include, for example: credit granting policies or lending decisions; matters of policy such as interest rates, service fees and account closures; issues that are in litigation or have been decided by the courts; and transactions for which our records no longer exist.

Additional Resources - External Agencies

If you require further information or are still not satisfied after receiving our Senior Complaints Officer’s decision, the following external agencies can provide you with information and a further review of your complaint.

Ombudsman for Banking Services and Investments (OBSI)

If you are not satisfied with the recommendation made by our Senior Complaints Officer, you can refer your complaint to the OBSI, an independent external complaints body, for further review. You may also contact OBSI if it has been more than 90 calendar days since escalating your concern to Step 2 of our CCHP and you have yet to receive a final response.

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.

Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments (OBSI).

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Office of the Privacy Commissioner of Canada (OPC)

The OPC oversees compliance with Canada's privacy laws and you may contact the OPC at any time with a privacy complaint.