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

If you want to consider further options

If we cannot resolve the complaint to your satisfaction, you may wish to consider the options outlined below.

Ombudsman for Banking Services and Investments (OBSI)

OBSI resolves disputes between participating banking services and investment firms and their customers if they can’t solve them on their own. OBSI is independent and impartial, and their services are free to consumers. You can reach out to the OBSI if you are not satisfied with the final response provided by the Head of Complaint Resolution (Step 3) or if the Bank has exhausted the prescribed 56-day time period for dealing with your complaint. You have 180 calendar days following the reception of the Bank’s final response to bring the complaint to OBSI.

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

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).

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

Phone:
For service in English: 1-866-461-3222 (FCAC)
For service in French: 1-866-461-2232 (ACFC)
For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 or 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 www.srvcanadavrs.ca/en to learn more.

Financial Consumer Agency of Canada
427 Laurier Ave W. 5th Floor
Ottawa ON K1R 7Y2

Protecting your personal information and privacy

At Laurentian Bank, including its subsidiaries,1 such as B2B Bank, B2B Bank Financial Services Inc., B2B Bank Securities Services Inc., B2B Intermediary Services Inc. and B2B Trustco, amongst others, we’re fully committed to keeping your personal information secure and confidential.

You can review Laurentian Bank of Canada’s Privacy and Security details.

If you have any issues regarding your privacy, 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 seniors2 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.

1Laurentian Bank: Laurentian Bank of Canada, Laurentian Bank Securities Inc, LBC Trust, Laurentian Trust of Canada Inc., LBC Financial Services Inc., Laurentian Bank Insurance Inc., B2B Bank, B2B Bank Financial Services Inc., B2B Bank Securities Services Inc., B2B Intermediary Services Inc., B2B Trustco, LBC Capital are all part of Laurentian Bank.

2For 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.