If you remain dissatisfied with the resolution provided by the GBC Complaint Officer and the GBC Resolution Officer, or if your complaint remains unresolved after 56 days, you are encouraged to seek an independent review through an external complaints body.
You have up to 180 calendar days from receiving GBC’s final response to submit your complaint to the Ombudsman for Banking Services and Investments (OBSI).
Ombudsman for Banking Services and Investments (OBSI)
- Mail: P.O. Box 896, STN Adelaide, Toronto, ON M5C 2K3
- Phone: 1-888-451-4519
- Fax (Toll-Free): 1-888-422-2865
- Email: ombudsman@obsi.ca
- Website: www.obsi.ca
Other External Regulatory Bodies in Canada
Depending on the nature of your complaint, you may also contact one of the following organizations:
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial
institutions, which includes banks, (financial institutions), for compliance with federal
consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place.
If you have a problem with a financial product or service, you may file a complaint with
the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled or 56 days has passed
since you made your complaint, you can escalate the complaint to the following External
Complaints Body: Ombudsman For Banking Services and Investments (OBSI).
The OBSI website is http://www.obsi.ca and the email address ombudsman@obsi.ca
If you want to know your rights or need information about the complaint-handling
process of a financial institution, you may contact FCAC by online form, mail, or
telephone. FCAC uses information from consumer enquiries to support its mandate.
Website: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact.html
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to
authorize the relay service operator to communicate with FCAC.
Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2
Office of the Privacy Commissioner of Canada (OPC)
If your complaint involves privacy concerns, you may escalate it to the OPC, which oversees compliance with Canada’s privacy laws.
- Mail: 30 Victoria Street, Gatineau, QC K1A 1H3
- Phone: 1-800-282-1376
- Website: www.priv.gc.ca
Office of the Superintendent of Financial Institutions (OSFI)
OSFI is Canada’s federal regulator for financial institutions. Its role is to ensure these institutions are financially sound, helping protect Canadians and maintain the stability of the financial system.
- Mail: 255 Albert Street, 12th Floor, Ottawa, ON K1A 0H2
- Phone: 1-800-385-8647
- Website: www.osfi-bsif.gc.ca