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 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

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