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Resolving your concerns

What you need to know about complaint handling

We take your complaints seriously. We will handle them fairly and appropriately, and always endeavour to provide you with a high standard of service. We value your opinion and encourage you to tell us if you think we have been unsuccessful in dealing with you properly and fairly in any aspect of our business.

CWB, which includes Canadian Western Bank and its partner companies, is required to adhere to certain standards in dealing with the public. These standards include how we handle client complaints. Learn more about the steps in our complaint resolution process below.

On this page:

Step 1 Banking centre or business area Step 2 Corporate Step 3 Ombudsman Step 4 OBSI FCAC

Step 1 Banking centre or business area

Step 1 Banking centre or business area

Talk to us.

We encourage clients to raise questions or concerns with their banking centre or business area as soon as they arise. We encourage you to do the same with CWB Trust Services. Like our CWB banking centre network, CWB Trust Services is supported by a leader who has the decision-making authority to resolve most concerns.

CWB Trust Services strives to resolve concerns within 14 calendar days.

For concerns about investments purchased through a deposit broker representing CWB:

Deposit Processing Centre
Toll-free: 1.800.663.1000
Web:
cwbdepositbroker.com

You may raise concerns directly, or escalate your concern at any time, to CWB Financial Group’s Complaints Handling Office (CHO). See step 2.

Step 2 Corporate

Step 2 Corporate

Contact corporate office.

If your local branch or office isn’t able to resolve the problem, you can contact our corporate office:

Complaint Handling Officer
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Toll-free phone: 1.888.423.8854
Fax: 780.423.8897
Email: [email protected]

Step 3 Ombudsman

Step 3 Ombudsman

Contact the CWB Ombudsman.

If your concerns are still unresolved after Steps 1 and 2, you can contact the CWB Ombudsman, who is dedicated to provide an impartial and objective review of unresolved concerns:

CWB Ombudsman
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Toll-free phone: 1.888.423.8854
Email: [email protected]

Within five business days of receiving your inquiry, the CWB Ombudsman will write or call to advise you if and where your concern has been redirected, and whether it has been resolved. In more complex cases the Ombudsman may outline what further steps are being taken and when you can expect a resolution.

Recent activity of CWB Ombudsman

Activity of CWB’s Ombudsman in our most recent fiscal year (ending October 31, 2021) is as follows:

  • Cases opened for Canadian Western Bank: 7
  • Cases opened for Canadian Western Trust or Valiant Trust Company: 0
  • Cases closed: 7
  • Average length of time to provide recommendation to a validly escalated concern: 25 days
  • Cases where the Ombudsman’s recommendation fully agreed with the concern: 0
  • Cases where the Ombudsman’s recommendation partially agreed with the concern: 0
  • Cases where the Ombudsman’s recommendation did not agree with the concern: 7 

Step 4 OBSI

Step 4 OBSI

Contact the Ombudsman for Banking Services and Investments (OBSI).

If your concern is still unresolved after contact with the CWB Ombudsman, or within 90 days after it's received by CWB, you may then contact the OBSI, an organization independent of the financial services industry:

Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Toll-free phone: 1.888.451.4519
Toll-free fax: 1.888.422.2865
Email: [email protected]
Website: www.obsi.ca

FCAC

FCAC

CWB and the Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial institutions like CWB to make sure we comply with federal consumer protection laws. The FCAC also helps educate consumers, and monitors industry codes of conduct and public commitments designed to protect your consumer interests.

At CWB, we comply with a number of consumer laws designed to protect you. For example, we will provide you with information about our complaint handling procedures, proper notice of branch closures that affect you and information about interest rates and fees when you open an account.

If you have a concern regarding a potential violation of a consumer protection law, a public commitment or an industry code of conduct, you can contact the FCAC:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll-free phone: 1.866.461.3222 (en français 1.866.461.2232)
Toll-free fax: 1.866.814.2224
Website: https://www.canada.ca/en/financial-consumer-agency.html

The FCAC will determine whether there is a problem with our compliance and if so, what corrective measures we need to take. The FCAC doesn’t become involved in matters of redress. All requests for redress must follow the problem resolution process outlined in tabs one to four.