How to complain about a bank in Canada: steps, 56 days and OBSI

• Write down the key facts, dates, names and the result you want.
• Find your bank's complaint process. It is usually on its website or in branches, and often has two internal steps.
• File your complaint in person, by phone or online. Keep notes.
• Wait for the written reply. The bank must give a detailed written response within 56 calendar days of your first complaint, or when it closes your file.
• If it is not solved, you can usually escalate inside the bank, or go to OBSI.

OBSI is the external complaints body for banks. You can go to OBSI once 56 calendar days have passed since you first complained, or once the bank has closed your file with a written response, whichever comes first. It is free, and service is in English or French.

If your complaint is outside OBSI's mandate, it must tell you in writing within 30 calendar days. It must give a final written recommendation within 120 calendar days of getting the information it needs. If OBSI cannot resolve it, you can talk to a lawyer at any time, which may cost money.

The FCAC does not resolve individual complaints. It can explain a bank's process, guide you through the steps and help through its Consumer Information Centre. Some complaints, such as ones about provincial credit unions, go to a provincial or territorial regulator, and their process can differ.

• Complaints about insurance, investments or credit bureaus. The pages we read are about banks.
• What OBSI can recommend in dollars. The pages we read do not give a cap.

• How to complain about the CRA
• How to dispute an error on your credit report
• NSF fees and overdraft