Complaint-handling process for: Bank of Montreal Mortgage Corporation

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

FCAC makes every reasonable effort to ensure the accuracy and completeness of the material placed on its Web site. If you find any information that is no longer valid, please contact us.

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