![]() If you’re dealing with a bank, you can take your complaint to the external complaints body (ECB) it is a member of. If your complaint isn’t resolved to your satisfaction after steps 1 and 2, you can escalate it to an external organization. Step 3: escalating your complaint to an external organization In that case, if it hasn’t been resolved within 90 days after step 2, you can go to step 3. Your complaint may be with a federally regulated trust and loan or insurance company. they close your file and you’re not satisfied with the resolution they offer.they don’t resolve your complaint to your satisfaction within 56 days of receiving it.You can escalate your complaint to the ECB they’re a member of (step 3) if: Note that this period includes the 14 days indicated at step 1. That should happen when the bank considers the complaint to be closed or resolved.Ī bank has a maximum of 56 days to deal with your complaint. FCAC requires banks to provide you with a detailed written response. In the case of a bank, you could also be dealing with a designated employee (as noted in step 1).Īt step 2, if you’re still not satisfied with the resolution they offer, you should ask for a detailed response by mail or email. If your complaint is referred to the next step, you should be dealing with your financial institution’s complaint-handling department. Step 2: dealing with your financial institution's complaint-handling department If the bank closes your complaint within 14 days and you’re not satisfied, you have the right to escalate it to the next step in the bank’s process. This means that if the representative hasn’t resolved or closed your complaint within 14 days, they should refer your complaint to an employee who is designated to deal with complaints. If you’re not satisfied with the resolution, ask them to refer your complaint to the next step in their process.įCAC expects banks (including federal credit unions) and authorized foreign banks to deal with your complaint in a timely manner. If you’re satisfied with the resolution they offer, you don’t need to continue to the next steps. Explain the problem and provide any supporting details. Make sure you have all the complaint details with you when you speak to the representative. ![]() This can be someone from its branch, its call centre or its online chat function.
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