Customer Complaint Handling Process
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 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 have passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments (OBSI). Please refer to Step 3 for contact details.
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.
Web site: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2
Further Information
We are committed to providing you with the best banking experience. For more information about our complaint-handling process, please refer to our detailed Complaints Handling Brochure or visit your nearest branch for assistance.
