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- There are two ways to file a complaint with IIROC. Call our Info/Complaint Line, 1 877 442-4322, for inquiries or to have a Customer Complaint Form mailed to you Complete a Customer Online Complaint Form www.iiroc.ca
www.bmoinvestorline.com/Images/IIROC_E_V4.pdf
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Complaint Handling Process. Whenever you need to talk to us, we’ll be here to help. A version of this brochure is available online at bmo.com. You 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 the issue.
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.
Find out how to file a complaint with the Canadian Investment Regulatory Organization. The Ombudsman for Banking Services and Investments (OSBI) is a national, trusted, independent dispute-resolution service for consumers.
- 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.
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.
You will receive a response from a BMO Customer Complaint Appeal Office investigator. If you are not satisfied with the outcome, you may escalate your complaint to the Ombudsman for Banking Services and Investments (OBSI), if eligible.
