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  1. About Us
  2. Resolving your concerns

Resolving your concerns

What you need to know about complaint handling

We take your complaints seriously. We will handle them fairly and appropriately, and always endeavour to provide you with a high standard of service. We value your opinion and encourage you to tell us if you think we have been unsuccessful in dealing with you properly and fairly in any aspect of our business.

CWB, which includes Canadian Western Bank and its partner companies, is required to adhere to certain standards in dealing with the public. These standards include how we handle client complaints. Learn more about the steps in our complaint resolution process below.

Step 1: Banking centre or business area Step 2: Complaints Handling Office Step 3: Office of Concern Resolution Step 4: Ombudsman for Banking Services and Investments Financial Consumer Agency of Canada

Step 1: Banking centre or business area

Step 1: Banking centre or business area

Talk to us.

We encourage clients to raise questions or concerns with their banking centre or business area as soon as they arise. Each location is supported by a leader with the decision-making authority to resolve most concerns.

Our banking centres and business areas strive to resolve concerns within 14 calendar days.

For concerns about investments purchased through a deposit broker representing CWB:

Deposit Processing Centre
Toll-free: 1.800.663.1000
Web:
cwbdepositbroker.com

If you have a concern about a CWB Business VISA* issued by Collabria, in addition to speaking to your banking centre, you may contact Collabria:

Toll-free: 1.855.341.4643
Email:
[email protected]

If you have a concern about a CWB Personal Mastercard® issued by BRIM, you may contact Customer Support:

Toll-free: 1.888.252.4201
Collect call: 1.647.252.4202

You may raise concerns directly, or escalate your concern at any time, to CWB Financial Group’s Complaints Handling Office. See step 2.


*Visa is a registered trademark of Visa International Service Association
®Mastercard is a registered trademark of Mastercard International Inc.

Step 2: Complaints Handling Office

Step 2: Complaints Handling Office

Contact the Complaints Handling Office (CHO).

If we are unable to resolve your concern within 14 calendar days, it will automatically be escalated to the CHO. You may also raise concerns directly to the CHO.

The CHO is dedicated to investigating and resolving client concerns, and is the first level of escalation in our complaints handling process.

You may contact the CHO directly at any time to get an update on the status of your concern.

CWB Financial Group Complaints Handling Office
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton Alberta  T5J 3X6
Toll-free: 1.888.423.8854
Fax: 780.423.8897
Email:
[email protected]

Step 3: Office of Concern Resolution

Step 3: Office of Concern Resolution

Contact the Office of Concern Resolution (OCR).

If the CHO does not provide a satisfactory resolution, you may contact the OCR.

The OCR is dedicated to providing an objective review of unresolved or complex concerns, and is the second level of escalation in our complaints handling process.

CWB Financial Group Office of Concern Resolution
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton Alberta  T5J 3X6
Toll-free: 1.888.423.8854
Email:
[email protected]

 

Recent activity of the Office of Concern Resolution
(Known as the CWB Ombudsman’s Office during fiscal year ending October 31, 2021.)

Activity of CWB’s Ombudsman in our most recent fiscal year (ending October 31, 2021) is as follows:

 

Cases opened for Canadian Western Bank

7

Cases opened for Canadian Western Trust or Valiant Trust Company

0

Cases closed

7

Average length of time to provide recommendation to a validly escalated concern

25 days

Cases where the Ombudsman’s recommendation fully agreed with the concern

0

Cases where the Ombudsman’s recommendation partially agreed with the concern

0

Cases where the Ombudsman’s recommendation did not agree with the concern

7


Step 4: Ombudsman for Banking Services and Investments

Step 4: Ombudsman for Banking Services and Investments

Contact the Ombudsman for Banking Services and Investments (OBSI).

If your concern is not resolved within 56 calendar days from the day you first notified us, or if the final response provided by the OCR is not satisfactory, you may then contact OBSI.

OBSI is an organization independent of the financial services industry which provides impartial dispute review and resolution services to consumers.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto Ontario  M5H 3R3
Toll-free: 1.888.451.4519
Toll-free fax: 1.888.422.2865
Email:
[email protected]
Web:
www.obsi.ca

Financial Consumer Agency of Canada

Financial  Consumer Agency of Canada

CWB and the Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial institutions like CWB to ensure we comply with federal consumer protection laws. The FCAC also educates customers and monitors industry codes of conduct and public commitments designed to protect your consumer interests.

At CWB, we must comply with a number of consumer laws designed to protect you. For example, we will provide you with information about our complaint handling procedures, proper notice of banking centre closures that affect you, and information about interest rates and fees when you open an account.

If you have a concern regarding potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you can contact the FCAC:


Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa Ontario  K1R 1B9
Toll-free: 1.866.461.3222
(en francais 1.866.461.2232)
Toll-free fax: 1.866.814.2224
Web: www.canada.ca/en/financial-consumer-agency.html

The FCAC will determine whether there is a problem with our compliance, and if so, what corrective measure we need to take. The FCAC does not become involved in matters of redress.