B2B Bank Problem Resolution Process

B2B Bank is dedicated to providing the best possible service to our clients. It's a goal that we strive to attain in conducting our daily business, and it's our way of showing our appreciation for your business. At times, we realize that you may have specific concerns regarding your account. We believe it is important that any concerns you have are communicated to us so that we may serve you better in the future.

Problem Resolution Problem Resolution

This brochure outlines the steps you may follow to ensure that any concerns you have are addressed, and resolved, quickly and effectively.

Download the Complaint Resolution Process brochure

Our problem resolution process ensures that any issue or concern you may have is dealt with in a professional and consistent manner.

Simply contact your financial advisor or one of our Client Service Representatives at 1.800.263.8349 (locally at 416‑947‑7427). You may also express your concerns to us in writing at:

Problem Resolution Analyst
B2B Bank
199 Bay Street, Suite 600
PO Box 279 STN Commerce Court
Toronto ON M5L 0A2
Fax: 416‑865‑5930

If you are not satisfied with how your concerns have been handled, please let us know. We will escalate the issue to a representative of Senior Management. You may contact Senior Management at:

Vice President, Operations
B2B Bank
199 Bay Street, Suite 600
PO Box 279 STN Commerce Court
Toronto ON M5L 0A2
Email: VPOperations@b2bbank.com

If you have followed Steps One and Two and you are not satisfied with the resolution provided to you by B2B Bank, you may contact the B2B Bank Head of Complaints Resolution. The Head of Complaints Resolution will impartially investigate your concern and can be reached at:

Client Complaints Appeal Office (CCAO)
1360 René-Lévesque Boulevard West, Suite 600
Montreal QC H3G 0E5
Tel.: 514‑284‑7192 or 1‑800‑479‑1244
Fax: 1‑800‑473‑4790
Email: HCR@laurentianbank.ca

Still not satisfied?

If after escalating your concerns to the Head of Complaints Resolution you are still not satisfied with how your concerns have been resolved, or if your complaint has not been resolved within 56 days, you may escalate your matter to the:

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
PO Box 8
Toronto ON M5H 3R3
Tel.: 416‑287‑2877 or 1‑888‑451‑4519
Fax: 416‑225‑4722 or 1‑888‑422‑2865
Email: ombudsman@obsi.ca

Contacting the Financial Consumer Agency of Canada (FCAC) 

The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws and voluntary commitments and codes of conduct. If you have a complaint that you believe may involve a violation of a consumer protection law, a public commitment or code of conduct, you may contact the FCAC at:

Financial Consumer Agency of Canada 
427 Laurier Avenue West 6th Floor
Ottawa ON K1R 1B9
Tel.: 613‑996‑5454 or 1‑866‑461‑3222
Fax: 1‑866‑814‑2224
Email: info@fcac-acfc.gc.ca
Website: fcac-acfc.gc.ca

 

Protecting your personal information and privacy

Protecting your privacy and the confidentiality of your personal information is fundamental to the way we do business at B2B Bank. If you have any issues regarding your privacy or the B2B Bank Code of Confidentiality, please contact:

Chief Privacy Officer
B2B Bank
199 Bay Street, Suite 600
PO Box 279 STN Commerce Court
Toronto ON M5L 0A2
Tel.: 416‑865‑5914 or 1‑866‑627‑1799
Fax: 416‑947‑5790

Alternatively, you may contact the Privacy Commissioner of Canada at:

Office of Privacy Commissioner of Canada
30 Victoria Street
Gatineau QC K1A 1H3
Tel.: 819‑994‑5444 or 1‑800‑282‑1376
Fax: 819‑994‑5424

Code of Conduct for the Delivery of Banking Services to Seniors

If you have any questions, concerns or dissatisfactions regarding the measures we take to better serve seniors1 in application of the Code of Conduct for the Delivery of Banking Services to Seniors, you may contact:

Seniors Champion of Laurentian Bank 
1360 René-Lévesque Boulevard West, suite 600
Montréal, Quebec H3G 0E5
seniors_champion@lbcfg.ca
 

Documents in alternate formats

Upon request, we will work with you to meet your specific needs in a timely manner to provide information in an accessible format, when practicable, failing which communication supports will be provided. Any associated costs will not be higher than the regular costs charged to other persons. If you require B2B Bank materials in alternate format or have any questions, please contact us.

Legal notice 
1 For purposes of the Code of Conduct for the Delivery of Banking Services to Seniors, a “senior” refers to an individual in Canada who is 60 years of age or older and who is transacting for non-business purposes.