Resolving Your Complaint

Our goal at General Bank of Canada is to handle your concern or complaint in the most efficient and professional manner. Customer experience is one of our top priorities at GBC. If you have a complaint, let us know and we will make every effort to make it right promptly.  We may use your feedback to modify our existing practices to continue to provide the best possible customer service. Please refer to the 4 steps below that will help you to escalate your complaint to the appropriate levels.

STEP 1: Contact us directly

Please contact us directly to tell us about your concern or complaint.  You can submit your complaint or concern directly by using our online form, by email at info@generalbank.ca, or by phone at 1.877.443.5620.  You may also write to us at:

General Bank of Canada
Attn: Customer Service
#100, 11523 – 100 Avenue
Edmonton, Alberta
T5K 0J8

We will acknowledge your concern within five business days of receiving your complaint and make every effort to substantively resolve your concern within 14 days.

STEP 2: Not satisfied? Contact the GBC Complaint Officer (Senior Officer)

If your complaint or concern remains unresolved after 14 days, or you are not satisfied with the resolution that was offered in Step 1, you can escalate your concern to our GBC Complaint Officer. The GBC Complaint Officer will contact you to discuss the next steps towards a resolution. You will be advised in writing of the decision or proposed resolution on behalf of the GBC Complaint Officer.

You can contact the GBC Complaint Officer by email at info@generalbank.ca, by phone at 1.877.443.5620, or by mail at:

General Bank of Canada
Attn: GBC Complaint Officer
Suite #100, 11523 100 Ave
Edmonton, AB T5K 0J8

Please include your full name, address, and telephone number in your correspondence.  You will be provided an acknowledgement within 5 days upon receipt of your complaint.

STEP 3: Contact the GBC Resolution Officer

If you are dissatisfied with the outcome of the review performed by the GBC Complaint Officer, they will present you with an option to appeal your complaint to the GBC Resolution Officer. The GBC Resolution Officer is the most senior designated office appointed to address escalated complaints within GBC. If you choose to do so, we will forward your complaint on your behalf to the GBC Resolution Officer.

STEP 4: File your complaint with an external body

If you remain dissatisfied with the resolution from the GBC Complaint Officer and the GBC Resolution Officer, or if your complaint remains unresolved after 56 days, you are encouraged to contact the external complaints body for an independent review of your complaint at the address below.  You have up to 180 calendar days after receiving a final response to submit your complaint to the OBSI.

Ombudsman for Banking Services and Investments (OBSI)
P.O. Box 896, STN Adelaide
Toronto, Ontario M5C 2K3

Phone: 1-888-451-4519
Toll-free fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Website: www.obsi.ca

Alternatively, you may wish to contact one of the following external regulatory bodies within Canada.

Financial Consumer Agency of Canada (FCAC)
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 7Y2

Phone: 1-866-461-FCAC (3222)
Website: www.canada.ca/en/financial-consumer-agency.html

Office of the Privacy Commissioner of Canada (OPC)
30 Victoria Street
Gatineau, Quebec K1A 1H3

Phone: 1-800-282-1376
Website: www.priv.gc.ca

Office of the Superintendent of Financial Institutions (OSFI)
255 Albert Street, 12th Floor
Ottawa, Ontario K1A 0H2

Phone: Phone: 1-800-385-8647
Website: www.osfi-bsif.gc.ca

Complaint History

General Bank of Canada is pleased to report its public complaints information for 2024.

Total number of complaints that the GBC Resolution Officer reviewed in 2024. (The most senior officer designated by the bank to deal with complaints)
1
The average length of time the Bank took to deal with those complaints
42 days
The products or services to which those complaints referred to
Auto loans
The nature of the complaints
Interest accrual
The number of resolved complaints by the GBC Resolution Officer
1