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Customer Complaint Handling


 

Bank of China (Canada) is committed to providing high quality service to our customers.  If you are not satisfied and have a complaint relating to our services and/or charges, you can take the following steps:

STEP 1

Contact the branch employee or the branch manager where you do your business.

STEP 2

1. If you are not satisfied with the resolution as a result of the above step, you can contact:

Chief Compliance Officer by phone, fax or write to him/her at:
Telephone: (905) 771-6886, Fax: (905) 771-8555
Bank of China (Canada)
Suite 600, 50 Minthorn Boulevard, Markham, Ontario, L3T 7X8
E-mail: privacycompliance.ca@bankofchina.ca

2. Within 90 days, you will be provided with the Bank’s decision in response to the complaint, including appropriate details and explanations regarding how our decision was reached.

STEP 3

Bank of China (Canada) is also a member of the independent Ombudsman for Banking Services and Investments (OBSI).  In the unlikely event that you are still not satisfied or your complaint cannot be resolved within 90 days, you can contact the OBSI at:

Ombudsman for Banking Services and Investments (OBSI)
Suite 1505, 401 Bay Street,
Toronto, ON M5H 2Y4
Toll-free Telephone: 1.888.451.4519   Greater Toronto area: 416.287.2877
Toll-free Fax: 1.888.422.2865   Greater Toronto area: 416.225.4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca

If you consider that your complaint is related to a potential compliance violation of a consumer provision, you can also contact the Financial Consumer Agency of Canada (FCAC) at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West, Ottawa, ON K1R 1B9
Telephone: 1-866-461-3222     Facsimile: 1-866-814-2224
Web site: www.fcac-acfc.gc.ca

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