Bank Act

Marginal note:Procedures for dealing with complaints

• 455 (1) A bank shall

  • (a) establish procedures for dealing with complaints made by persons having requested or received products or services in Canada from a bank;

  • (b) designate an officer or employee of the bank to be responsible for implementing those procedures; and

  • (c) designate one or more officers or employees of the bank to receive and deal with those complaints.

• Marginal note:Procedures to be filed with Commissioner

  (2) A bank shall file with the Commissioner a copy of its procedures established under paragraph (1)(a).

• Marginal note:How procedures to be made available

  (3) A bank shall make its procedures established under paragraph (1)(a) available

  • (a) in the form of a brochure, at its branches where products or services are offered in Canada;

  • (b) on its websites through which products or services are offered in Canada; and

  • (c) in written format to be sent to any person who requests them.

• Marginal note:Information on contacting Agency

  (4) A bank shall also make prescribed information on how to contact the Agency available whenever it makes its procedures established under paragraph (1)(a) available under subsection (3).