Step 1 – Customer Service
The first step to resolving a complaint is to contact us directly. The Customer Relationship Representatives will attempt to resolve your concerns at Step 1, and as appropriate, will obtain support from a Supervisor or Manager to resolve your complaint.
If your complaint is related to a deposit or tax free savings product, you may contact us by calling 1-866-681-2837.
If your complaint is related to a credit card product or any other matter, you may contact us by calling 1-800-459-6415.
Alternatively, you can write to us at:
Canadian Tire Bank
P.O. Box 12000 Station Main
Welland, ON L3B 6C7
At any point during Step 1, you may request that your concerns be escalated to Canadian Tire Bank’s Complaint Resolution Team. Also, if your concern is not resolved at Step 1 within 14 days, it will automatically be escalated to the Complaint Resolution Team.
Step 2 – Complaint Resolution Team
If your complaint is not resolved to your satisfaction at Step 1, you may escalate your concerns to the Complaint Resolution Team. The Complaint Resolution Team will make every effort to resolve your concerns and keep you informed of the status of your complaint.
To escalate a complaint related to a deposit or tax free savings product, call 1-866-681-2837 and ask that your complaint be directed to the Complaint Resolution Team.
To escalate a complaint related to a credit card product or any other matter, call 1-800-459-6415 and ask that your complaint be directed to the Complaint Resolution Team.
Alternatively, you can write us at:
Canadian Tire Bank
Attn: Complaint Resolution Team
P.O. Box 12000 Station Main
Welland, ON L3B 6C7
Step 3 – Ombudsman for Banking Services and Investments
If the steps listed above have not resolved your complaint to your satisfaction or 56 days have elapsed since we have received your complaint, you may contact the Ombudsman for Banking Services and Investments (OBSI). The OBSI is an independent, confidential and free dispute resolution service for consumers with a complaint that cannot be resolved with their financial institution.
You can contact the OBSI a few ways:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400 P.O. Box 8
Toronto, ON M5H 3R3
Phone: 1-888-451-4519 / 416-287-2877
Fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Email: ombudsman@obsi.ca
Website: obsi.ca
Other Escalation Options
If you have a complaint or concern regarding Canadian Tire’s privacy policies, you may contact Canadian Tire’s Chief Privacy Officer at:
Chief Privacy Officer
c/o Canadian Tire Corporation, Limited
2180 Yonge Street
P.O. Box 770, Station K
Toronto, ON M4P 2V8
Email: privacyoffice@cantire.com
If you have a complaint or concern regarding Canadian Tire Bank’s compliance with financial consumer protection measures that apply to federally regulated financial institutions, you may contact the Financial Consumer Agency of Canada (FCAC) at:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Telephone: 1-866-461-3222
Please visit www.fcac-acfc.gc.ca for more information about FCAC.
Third-party complaint-handling process for this institution:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca
