First Step
Contact your branch or service center
In most cases, your complaint can be resolved quickly by contacting a customer service representative directly at your branch.
If your complaint involves a business, please contact your assigned Account Manager. If you don’t have an assigned Account Manager, our Business Central team will be pleased to assist you.
You can also contact us to obtain explanations about your banking transactions or make a complaint:
• By filling out an online contact form: https://www.nbc.ca/forms/about-us/complaint.html
• By calling our customer service representative from 7h am to 10h pm, Monday to Friday and 8h am to 8h pm, Saturday and Sunday: 1-888-483-5628
• By email: complaintappeal@nbc.ca
• By mail: contact your nearest branch
National Bank - Insurance
Regarding a complaint about a product of our subsidiary National Bank Insurance, we invite you to consult the complaint handling process at https://www.nbc-insurance.ca/your-opinion.html
Second Step
Client Complaint Appeal Office
If the person or department you submitted your complaint to is unable to resolve it within 14 calendar days, it will be automatically forwarded to our Client Complaint Appeal Office without any action on your part being required. If you received a response within the specified timeframe but your complaint was not resolved to your satisfaction, please call or email the Client Complaint Appeal Office:
Phone: 1-888-300-9004 or 514-394-8655
Email: complaintappeal@nbc.ca
At your request, the Client Complaint Appeal Office will provide information about your complaint. It will communicate its decision in writing within 56 calendar days of receipt of your original complaint (first step).
Step Three
If you disagree with our conclusion, you may request a review within 180 days by contacting the external complaint body:
Ombudsman for Banking Services and Investments – OBSI
OBSI operates independently and will determine whether your complaint falls within their mandate.
20 Queen Street West,
Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Phone: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Website: obsi.ca
Financial Consumer Agency of Canada
At any time, if you have a complaint regarding a possible failure to respect the provisions relating to consumers prescribed by the federal legislation, the provisions of a public commitment or a voluntary code, you can contact:
The Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Phone: 1-866-461-3222
Website: acfc-fcac.gc.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
