Step 1: Contact CWB Trust Services Directly
We encourage you to contact a CWB Trust Services Client Service Representative to discuss any questions or concerns you may have with respect to your dealings with us as soon as they arise. CWB Trust Services is supported by a leader who has the decision-making authority to resolve most concerns. We are able to resolve the vast majority of concerns by engaging directly with our clients.
CWB Trust Services
Suite 300 - 750 Cambie Street
Vancouver British Columbia V6B 0A2
Toll-free: 1.800.663.1124
Toll-free Fax: 1.866.799.6069
Email: informationservices@cwt.ca
Step 2: CWB Complaints Handling Office
If we are unable to resolve your concern to your satisfaction in Step 1, you may escalate your concern to the CWB Complaints Handling Office (the “CHO”). You may also raise concerns directly to the CHO, though we recommend you wait for a final decision letter issued by CWB Trust Services in Step 1.
The CHO is dedicated to investigating and resolving client concerns on behalf of CWB. If the CHO has been engaged, you may contact the CHO directly at any time to get an update on the status of your concern.
CWB Complaints Handling Office
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton Alberta T5J 3X6
Toll-free: 1.888.423.8854
Fax: 780.423.8897
Email: concerns@cwbank.com
Step 3: CWB Office of Concern Resolution
If the CHO does not provide a satisfactory resolution, you may escalate your concern to the CWB Office of Concern Resolution (the “OCR”).
The OCR provides an objective review of unresolved or complex concerns and is a further level of escalation in our complaints handling process.
CWB Office of Concern Resolution
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton Alberta T5J 3X6
Toll-free: 1.888.423.8854
Email: ocresolution@cwbank.com
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
