Your rights and responsibilities


In Canada, there are laws, voluntary codes of conduct and public commitments in place to protect consumers of financial products. The Financial Consumer Agency of Canada (FCAC) ensures that federally regulated financial institutions comply with these.

What should you do if you feel your rights are not being respected?

Every federally regulated financial institution must have a complaint-handling process in place and a copy on file at FCAC. The complaint-handling process includes access to an independent dispute-resolution process, such as an ombudservice or an external complaints body. You can use FCAC's complaint-handling process search tool to find a federally regulated financial institution's filed process.

To learn more about the steps involved in making a complaint, visit the Making a complaint section of our website. If you feel that a federally regulated financial institution is not respecting your rights, contact FCAC.

Click on the links below to learn more about your rights and responsibilities as a consumer when you deal with a bank or a federally regulated trust, loan or insurance company.

For a complete list of the obligations of federally regulated financial entities, visit the Laws, regulations and other obligations section of FCAC's website.

Learn more about the financial industry's voluntary codes of conduct and public commitments.

Code of Conduct for the Credit and Debit Card Industry in Canada

FCAC also oversees payment card network operators and the provisions of the Code of Conduct for the Credit and Debit Card Industry in Canada. Payment card network operators have agreed to incorporate the Code of Conduct into their networks' contracts, governing rules and regulations.

FCAC will monitor payment card networks' compliance with the Code of Conduct and issues raised by merchants. If you are a merchant and you have a complaint or a problem with a payment card network operator, visit Making a complaint—Payment card network operator on our website to learn more about the steps you must take to make a complaint.

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