Step 1. Sharing your Concern
Talk to a BMO representative. You can raise your concerns, including privacy concerns, at a BMO branch or office where you normally conduct your business or, alternatively, you can contact:
BMO Bank of Montreal Customer Contact Centre
Personal Banking*
Call: 1-877-225-5266
Business Banking*
Call: 1-877-262-5907
BMO Credit Cards*
Call: 1-800-263-2263
*For clients who are deaf or hard of hearing, BMO supports calls (24/7) from third party relay service providers trained to relay communications through message relays (MRS) or video relays (VRS).
BMO Platinum Banking
Contact the Relationship Manager indicated on your account statement.
Call: 1-800-844-6442
Visit: www.bmo.com/privatewealth
Commercial Banking
Contact your Relationship Manager
Visit: www.commercial.bmo.com/our-bankers/
BMO Creditor & Travel Insurance Products
(For insurance products offered through the Bank of Montreal including on mortgages, lines of credit and BMO Credit Cards)
Contact the BMO Bank of Montreal Customer Contact Centre
Call: 1-877-225-5266
Step 2. Escalate to a Senior Officer
If your complaint is unresolved after following Step 1 of the process or you wish to escalate your complaint sooner than 14 days, you can escalate your complaint directly to a senior officer as follows:
For matters relating to Personal and Business Banking, please contact:
BMO Bank of Montreal
Senior Officer c/o Resolution Office
Call: 1-800-372-5111
P.O. Box 3400, RPO Streetsville
Mississauga, Ontario, L5M 0S9
If your concerns relate to Commercial Banking, please contact:
BMO Commercial Banking Headquarters
Email: NACom.Compliance@bmo.com
If you are a BMO Platinum Banking customer, please contact:
BMO Platinum Banking
Senior Officer c/o BMO Platinum Banking Headquarters
1 First Canadian Place, P.O. Box 150, Toronto, ON M5X 1A1
Email: PlatinumBankingComplaints@bmo.com
For matters relating to Personal and Business Banking Collections, please contact:
Account Management Unit
Senior Officer c/o Resolutions Department
PO Box 3100 Streetsville ON, L5M0S1
Email: AMU.Resolutions@bmo.com
BMO Creditor and Travel Insurance
Office of the President
60 Yonge Street, Toronto, ON M5E 1H5
Call: 1-866-488-2595
Email: CreditorInsurance.Complaints@bmo.com
Step 3. Escalate to the Customer Complaint Appeal Office (CCAO)
If your complaint is unresolved after following Steps 1 and 2, you may escalate to the Customer Complaint Appeal Office. The CCAO will review your concerns to determine if they are within its mandate. The CCAO does not investigate certain types of complaints including business or risk management decisions, and matters that are, or have been, before a court. If the CCAO determines your concerns are within its mandate, an investigator will conduct a review and at the conclusion of the review may facilitate a resolution between the parties or make a recommendation to settle the complaint.
Customer Complaint Appeal Office
1 First Canadian Place, P.O. Box 150
Toronto, ON M5X 1H3
Call: 1-800-371-2541
Fax: 1-800-766-8029
Email: complaint.appeal@bmo.com
Visit: www.bmo.com/customercomplaintappealoffice
By requesting a review of your concerns by BMO’s Customer Complaint Appeal Office, you agree and acknowledge the terms of service that govern our investigations which can be found at bmo.com/customercomplaintappealoffice. These terms provide that our response is confidential and intended solely to provide our views on your complaint. It is not for broader use, circulation or publication.
Contacting the Ombudsman for Banking Services and Investments (OBSI)
If your complaint is unresolved after receiving a response from the CCAO, you can contact OBSI and ask them to review your complaint. You can also send your complaint to OBSI if we haven’t responded to your complaint within 56 days from the date when the complaint was first received by BMO Financial Group.
OBSI is an independent and impartial dispute resolution service for consumers with a complaint they can’t resolve with their banking services or investment firm. The OBSI process is free of charge and confidential.
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8, Toronto, ON M5H 3R3
Call: 1-888-451-4519 / 416-287-2877
Fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Email: ombudsman@obsi.ca
Visit: www.obsi.ca
Contacting The Office of the Privacy Commissioner of Canada
If your complaint is about the privacy of your personal information and remains unresolved, you may escalate to:
The Office of the Privacy Commissioner of Canada
Call: 1-800-282-1376
Visit: www.priv.gc.ca
Voluntary Codes of Conduct and Public Commitments
The Canadian banking industry has developed several voluntary commitments and codes, designed to protect consumers and serve them better. Copies or additional information about the voluntary commitments and codes are available on our website at www.bmo.com/home/popups/global/codes-of-conduct.
For example, one of BMO’s commitments is to ensure its employees do not apply undue pressure, coerce, or take advantage of a person in its sales practices.
Alternative Options
Financial Consumer Agency of Canada (FCAC)
The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws and voluntary codes of conduct and public commitments.
For example, financial institutions are required to provide consumers with information about complaint handling procedures, fees, interest rates and branch closures.
If you have a complaint concerning a consumer protection law or voluntary code of conduct or public commitment, you may contact the FCAC at:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Call (English): 1-866-461-FCAC (3222)
Call (French): 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Fax: 1-866-814-2224 / 613-941-1436
Visit: www.canada.ca/en/financial-consumer-agency.html
Note: The FCAC does not provide redress or compensation and will not get involved in individual disputes.
For a complete list of federal consumer-protection laws, voluntary codes of conduct and public commitments, visit: www.canada.ca/en/financial-consumer-agency.html
Autorité des marchés financiers (AMF)
As the regulatory body for Quebec’s financial sector, the AMF protects consumers and enforces Quebec’s financial legislation and regulations. The AMF offers guidance to consumers in preparing formal complaints regarding investments and insurance products. If you are dissatisfied with how your complaint has been handled, you may have your file transferred to the AMF. The AMF may review your complaint or offer voluntary mediation to help resolve a dispute. To arrange for the transfer of your complaint file, complete the transfer form available on the AMF website.
Autorité des marchés financiers
800 Square-Victoria, 4e étage CP 246, Tour de la Bourse
Montréal, QC H4Z 1G3
Call: 514-395-0337 (Montreal)
418-525-0337 (Quebec City)
Toll-free: 1-877-525-0337
Fax: 514-873-3090
Visit: www.lautorite.qc.ca/en/general-public/assistance-and-complaints
Legal Assistance
You may consider retaining a lawyer regarding your complaint. You should be aware that there are legal time limits for taking civil action called limitation periods. A lawyer can advise you of your options. Once the applicable limitation period expires, you may lose the right to pursue some claims
4. Contact the Ombudsman for Banking Services and Investments (OBSI)
If your complaint is unresolved after receiving a response from the CCAO, you can contact OBSI and ask them to review your complaint. You can also send your complaint to OBSI if we haven’t responded to your complaint within 56 days from the date when the complaint was first received by BMO Financial Group.
OBSI is an independent and impartial dispute resolution service for consumers with a complaint they can’t resolve with their banking services or investment firm. The OBSI process is free of charge and confidential.
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8, Toronto, ON M5H 3R3
Call: 1-888-451-4519 / 416-287-2877
Fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Email: ombudsman@obsi.ca
Visit: www.obsi.ca
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
