When you make a complaint related to a financial institution, it is important to be aware of your rights and responsibilities. In Canada, laws, voluntary codes of conduct and public commitments outline what a consumer can expect when dealing with banks and federally regulated trust, loan, and insurance companies. All of these organizations must, by law, have a complaint-handling process in place for consumers.
A step-by-step guide to lodging a complaint is available online at fcac.gc.ca.
Source: Financial Consumer Agency of Canada (FCAC)