How Can We Help?

 

We strive to deliver quality products and services with the highest level of customer service. We understand that sometimes things do not go as planned, and concerns may arise. We welcome your suggestions and comments to help us improve.

At Habib Canadian Bank, our internal complaint-handling process is free and easy to access, ensuring your concerns are addressed promptly. This process allows us to adjust procedures and products to enhance our service.

 

Complaint-Handling Process

 

Step 1: Start at the Point of Origin

 

Most concerns can be resolved by simply making us aware of them. You can raise your issue with our staff in person, by telephone, fax, email, or in writing. If you are not satisfied with the initial response, request to speak with the Branch Manager or Deputy Manager.

 

Step 2: Escalate the Complaint

 

If your concern is not resolved at the initial point, you can escalate it to the HCB Senior Complaints Officer. Complete the Customer Concerns Form and send it by fax, email, or mail to:

Attention: Senior Complaints Officer
Email: concerns@habibcanadian.com
Fax: 905-276-5400
Mail: 6450 Kitimat Rd, Mississauga, ON L5N 2B8

We will acknowledge receipt of your complaint within 5 business days and keep you informed throughout the resolution process. Most issues are resolved within 10 business days, but complex matters may take up to 30 calendar days.

 

Step 3: Contact the Ombudsman for Banking Services and Investments (OBSI)

 

If the issue remains unresolved, you can contact OBSI for an impartial review:

Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8, Toronto, ON M5H 3R3
Phone: +1 (888) 451 4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Website: www.obsi.ca

 

Financial Consumer Agency Of Canada (FCAC)

 

The FCAC supervises financial institutions to ensure compliance with federal consumer protection laws. You can file a complaint with FCAC at any point in the process:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor, Ottawa, Ontario K1R 1B9
Phone: +1 (866) 461 3222
Online: www.fcac-acfc.gc.ca

 

Further Information

 

We are committed to providing you with the best banking experience. For more information about our complaint-handling process, visit your nearest branch.