Making you happy is our everyday goal. However, we know that things can sometimes go wrong. If you have a concern about the service we provide or the products we offer, please tell us. The sooner you contact us the sooner we can work on a solution. See our Problem Resolution brochure (pdf) for more details.
Step 1: Contact Us
Contact us and let us know your concern. We will take detailed notes of your complaint and work with you to resolve it to your satisfaction.
You can contact us:
- Through our call centre: 1.866.446.7001
- Through digital banking
- By mail addressed to any of our advice centres
- By visiting any of our advice centres.
After you contact us and provide us with the details of your concern, we will confirm we have received your complaint in writing. You can contact us at any time to ask for an update on the status of your complaint.
If you are not satisfied with the resolution we offer, or if we do not respond to your concern within 14 days of you bringing it to our attention, we will escalate your complaint to Step 2.
We will also escalate your complaint to Step 2 or Step 3 at any time if you ask us to. Our hope is we can address your concern as quickly as possible during Step 1.