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If you have a complaint, we encourage you to let us know and give us the opportunity to resolve the issue. We promise to address your complaint quickly, efficiently and professionally, because retaining your confidence is very important to us. This brochure outlines BMO Financial Group’s Complaint Handling Process for customers in Canada. It ...
- On this page
- Your rights when dealing with your bank’s complaint-handling procedure
- When these rights apply to you
•Your rights when dealing with your bank’s complaint-handling procedure
•Your right to information about your bank's complaint-handling procedure
•Your right to information about your bank’s complaint-handling activities
•When these rights apply to you
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.
Banks must:
•deal with your complaint within 56 days after they received it
•disclose to their customers and the public:
•their procedure for dealing with complaints
•the name of the external complaints body (ECB) of which they’re a member and how you can contact that ECB
•the Financial Consumer Agency of Canada’s (FCAC) mailing and website address and telephone number
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.
If a complaint remains unresolved after it was raised with the bank (step 1) and subsequently escalated to a senior officer (step 2), a customer can request that the CCAO review the matter. Our process is based on integrity and respect and our objective is to resolve complaints fairly.
Our Online Support Tool is the easiest way to get answers quickly. If you require assistance please call or use our branch locator to find a branch near you.
Step 1: speaking to a representative. Ask a representative of your financial institution to assist you with your complaint. This can be someone from its branch, its call centre or its online chat function. Make sure you have all the complaint details with you when you speak to the representative.
1-888-340-2265. Call us or visit your local branch, and then take these steps to secure your accounts from fraud. Have you received a suspicious email or text from BMO? Report it. Phishing is one of the most effective ways cybercriminals attack. Don’t reply or click on any links in unsolicited or suspicious emails or texts.
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You must be an existing customer of BMO Bank N.A. and enrolled in BMO Digital Banking to qualify for services from BMO Direct Invest Inc. Not all products and services are available in every state and/or location.
