Complaint-handling process for: Tangerine Bank

Step 1) Contact one of our Associates:

 

Contact one of our Associates at 1-888-826-4374 (English) or 1-844-826-4374 (French) and explain your concerns so we may have the opportunity to resolve the situation. Generally most issues can be resolved immediately over the phone. However, if the Associate is unable to resolve your issue to your satisfaction, you can speak with a Supervisor.

 

Tangerine can also be emailed at info@tangerine.ca. However, this should be used for general inquires only, as it is not considered a secure form of communication. For our Clients’ protection, we ask that they call our Contact Centre directly to discuss Account specific details.


Step 2) Contact our Client Response Group:

 

If the Supervisor is unable to resolve your issue, you can escalate the matter by writing to our Client Response Group at:

 

Client Response Group
Tangerine 3389 Steeles Avenue East
Toronto, ON  M2H 0A1 
Fax: 416-758-5297 or toll-free 1-877-505-3240
Email: theclientresponsegroup@tangerine.ca 

 

Our goal is to resolve your issue within 3-5 business days. If, for any reason, we can't resolve the issue within that timeframe, we will let you know.


Step 3) Contact Tangerine's Ombudsman:

 

If, after taking the first two steps, you are still dissatisfied, you may contact our Ombudsman in writing. The Ombudsman will complete an impartial review of all unresolved complaints that fall within his mandate and will provide you with a written response.

 

Office of the Ombudsman
Tangerine
3389 Steeles Avenue East
Toronto, ON  M2H 0A1 
Phone: 416-497-4833 or 1-866-677-0547
Email: theombudsman@tangerine.ca 

 

If you are still unsatisfied after step 3, or your complaint to the Tangerine Ombudsman was not resolved within 90 days of the date you first brought your complaint to the CRG, you may go the external ombudsman for Tangerine Bank - ADRBO.

Third-party complaint-handling process for this institution:

ADR Chambers Banking Ombuds Office (ADRBO)

ADR Chambers Banking Ombuds Office
P.O. Box 1006
31 Adelaide Street East
Toronto, Ontario M5C 2K4

 

Telephone:1-800-941-3655
Fax: 1-877-803-5127
Email: contact@bankingombuds.ca

Website: https://bankingombuds.ca/

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