Complaint settlement

We’re here to help

We’re dedicated to providing you with a service that meets your needs. Your satisfaction is our priority.

We understand that your experience may not have lived up to your expectations. This is important to us. 
 

Our commitment is to meet your needs and resolve your dissatisfaction quickly and thoroughly. That's why we offer a three-step approach. You will know exactly what to expect throughout the process. 
 

Our objective is to give you true peace of mind while we find a solution.
 

Together, let's find the solution that best meets all your needs. 

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Image of a question mark inside a circle
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Image of a question mark inside a circle

Have questions? We’re here. 

Get answers to your questions about our products and services by visiting our help centre. 

One step at a time

Learn more about our three-step process for reporting any dissatisfactions you may have experienced. 

For additional information, you can view our complaint resolution documents for personal or business banking

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I want to submit my complaint to the department concerned

We can often resolve most dissatisfactions directly at the source. First, contact the appropriate department immediately. They can analyze your complaint and offer you a solution.

Submit a complaint

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 I request a review of my complaint

Have you been unable to reach an agreement with the department concerned? You can request a review of your complaint by National Bank Ombudsman for Clients

Your request will be reviewed in an impartial, objective and fair manner.

Request a complaint

 

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I want to contact an external agency that handles complaints

Are you unhappy with the conclusion reached by the office of the Ombudsman for Clients? We understand that this can happen. As a last resort, you can refer your case to an external agency.

Make a complaint or request a review

Regardless of the department concerned, you can contact us about your dissatisfaction.

Contact us

The Office of the Ombudsman for Clients: An independent and impartial team

The Office of the National Bank Ombudsman for Clients offers a fair, impartial and objective investigation of complaints made by clients that remain unresolved. When the Office reviews a complaint about National Bank products and services, it takes into account:

  • Laws 
  • Regulations
  • Sound industry practices

The purpose of the Office is to promote the settlement of disputes between National Bank and its clients.

The Ombudsman for Clients and its team

The Ombudsman for Clients has full leeway to carry out the Office’s mission and achieve its mandate. This person also makes recommendations to National Bank to improve its services and better meet your needs.
 

Our contact

Ombudsman for clients   Geneviève Trottier

Email  ombudsman.clients@nbc.ca

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Little details that matter

External complaint agencies

Still not satisfied with the solutions we offered? Discover the list of external agencies that you can turn to as a last resort. 

Is your complaint about a banking product or service (accounts, loans, lines of credit, credit cards, online banking)?

Contact the Banking Ombuds Office (ADR Chambers)

Monday to Friday: 8:30 a.m. to 5 p.m. (ET)

Website   Visit the web page

Phone      1‑800‑941‑3655 

Email        contact@bankingombuds.ca

Is your complaint about investments, including those with Direct Brokerage, Financial or Trust? 

Contact Ombudsman for Banking Services and Investments *

Monday to Friday: 8:30 a.m. to 5 p.m. (ET)

Website   Visit the web page

Phone      1‑800‑451‑4519 

Email        ombudsman@obsi.ca

Is your complaint about car or home insurance?

Contact Autorité des marchés financiers (Quebec residents)*

Monday to Friday: 8:30 a.m. to 4:30 p.m. (ET)

Website   Visit the web page

Phone      1‑877‑525‑0337 

Email        plaintes@lautorite.qc.ca

Is your complaint about life insurance, loan, credit card, or the Cabinet? 

Contact OmbudService for Life and Health Insurance*

Monday to Friday: 9 a.m. to 5 p.m. (ET)

Website   Visit the web page

Phone      1‑888‑295‑8112

Additional contacts

Office of the Privacy Commissioner of Canada

Website      Visit the web page
 

Office de protection du consommateur (Quebec only)

Website      Visit the web page

Financial Consumer Agency of Canada

Mailing address  

Financial Consumer Agency of Canada 
427 Laurier Avenue West, 6th Floor 
Ottawa ON K1R 1B9

Service by phone

In English: 1-866-461-FCAC (3222)
In French:  1-866-461-ACFC (2232) 
Outside Canada: 613-960-4666

*Other external organizations may be authorized to intervene. You will be notified if this is the case. 

Annual infos

The Ombudsman for Clients and its team

  Complaints investigated and settled by our team Average number of days taken to settle a complaint Settlement rate* (%)
2019  234  77  46 
2020  208  58  57 

*Settlement rate: Final decision rendered in favour of the client for the entire file or via a settlement agreement.