Call: 780.443.5626 // Toll Free: 1.877.443.5620

Complaint Procedure

RESOLVING YOUR CONCERNS

At General Bank of Canada we value our relationship with you. At any time should you be experiencing a problem or concern, have a question, or simply would like to provide us with feedback, we encourage you to contact us directly. It is important for us to know when situations such as the above exist, so that we may efficiently respond and resolve them to your satisfaction. At the same time, we may use your feedback to the benefit of modifying our existing practices in order to continue to provide the best possible service to you.

Customer Concerns and Complaints:

Our goal at General Bank of Canada is to handle your concern or complaint in the most efficient and professional manner possible. Listed below is a series of steps that ensures your concern or complaint receives the care and attention that it deserves.

STEP 1: Contact us Directly

Initially, we recommend that you contact us directly to tell us about your concern or complaint. Our toll free number is 1-877-443-5620, or if you prefer, you may write to us at:

General Bank of Canada
Attn: Chief Operating Officer
#006, 11523 - 100 Avenue
Edmonton, Alberta
T5K 0J8

Or by fax at:
1-780-443-5628

Or by email at:
info@generalbank.ca

Please include your full name, address and telephone number in your email.

We are committed to providing a response and a resolution to your complaint or concern as efficiently as possible

STEP 2: Contact the General Bank of Canada Ombudsman

If your complaint or concern remains unresolved after proceeding through Step 1 we recommend that you contact the General Bank of Canada Ombudsman. The General Bank of Canada Office of the Ombudsman is intended to provide an impartial review of your complaint or concern. Within 5 business days of receiving your complaint or concern, the General Bank of Canada Ombudsman will contact you with information as to if and where your complaint or concern has been redirected, whether it has been resolved, or in more complex situations, what additional steps are being taken. If your complaint or concern remains in unresolved status, you will also be advised as to when you can expect a resolution.

You may contact the General Bank of Canada Ombudsman by:

Mail:
General Bank of Canada
Office of the Ombudsman
C/O First Canadian Insurance Corporation
#200, 320 Sioux Road
Sherwood Park, Alberta
T8A 3X6
Fax: (780) 467-4016
Email: ombudsman@generalbank.ca

Please include your full name, address and telephone number in your email.

The General Bank of Canada Ombudsman can also be reached by telephone at 780-439-5568.

STEP 3: Contact the Ombudsman for Banking Services and Investments (OBSI)

If, after contact with the General Bank of Canada Ombudsman, your complaint or concern remains unresolved, you may then contact the Ombudsman for Banking Services and Investments by:

Mail:
Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505, P.O. Box 5
Toronto ON M5H 2Y4
Toll-free fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Please include your full name, address and telephone number in your email.
The OBSI can also be contacted by toll free telephone at 1-888-451-4519
The OBSI web site is located at www.obsi.ca