Complaint-handling process for: Duo Bank of Canada

Step 1: Customer Care Centre

Often, we can resolve the issue at our Customer Care Centre. You can reach one of our Customer Care representatives by telephone or mail. Resolving the issue will be easier by telephone if you have all relevant documentation with you when placing the call. Please note the name of the person you speak to for future reference, in case you wish to follow up on the discussion.

For Walmart Rewards Mastercard Customers


By Phone:


By Mail:

Walmart Rewards Mastercard
P.O. Box 217
Orangeville, ON L9W 2Z6


For First National Home Equity Secured Mastercard Customers

By Phone:


By Mail:

First National Home Equity Secured Mastercard
P.O. Box 220
Orangeville, ON L9W 2Z6


If you are writing to us, please make sure you include:

• the nature of your complaint and relevant details, including any documentation;
• the identity of anyone with whom you have already discussed your concerns; and
• your contact information so we may reach you.

We will conduct an investigation of your complaint and contact you promptly to gather more information, if required. We will do our best to resolve the issue to your

Step 2: Customer Care Centre Management

If you are not satisfied with the proposed resolution you receive from our Customer Care representative, you may ask to have your file referred to one of the supervisors or managers of our Customer Care Centre. You have the right to refer unresolved complaints to the Ombudsman for Banking Services and Investments (OBSI) 90 days after escalating your complaint to this level.

Step 3: Contact the Duo Bank of Canada Ombudsman

If you are not satisfied with the Customer Care Centre’s resolution of your complaint you may submit your complaint in writing to our Ombudsman. Duo Bank’s Ombudsman will undertake an impartial review of unresolved customer complaints. The Ombudsman reports directly to our President and CEO.


By mail: Duo Bank of Canada

Attn: Ombudsman

33 Yonge Street, Suite 810
Toronto, ON M5E 1G4

We will provide you with our proposed resolution of your complaint or a letter estimating when we will be able to provide a proposed resolution of your complaint. Additionally, if following Steps 1 - 3 we do not resolve your complaint to your satisfaction, you may escalate your complaint further.

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
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
Web site:

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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