Treating Customers Fairly
We are committed to respecting and protecting the privacy and confidentiality of the personal information of our customers and employees.
Under the guidance of the bank’s Chief Privacy Officer, measures to mitigate privacy risk are integrated into the development of new products, processes and technologies.
The Privacy Office works with BMO’s Information Management and Information Security departments to deliver internal education programs on the proper handling of personal and confidential information. We have rigorous policies and processes in place to monitor the effectiveness of current practices and respond quickly to any external threats or other privacy-related incidents.
BMO’s complaint resolution process is outlined in the brochure We Can Help - Resolving Customer Complaints (PDF, 1,255 K), which is available online and at all BMO Bank of Montreal branches. It lists the complaint resolution process for all of our Canadian operating groups and includes contact information for our Ombudsman, the Ombudsman for Banking Services and Investments, regulators and provincial securities commissions. It also lists the financial services industry’s voluntary commitments and codes of conduct that BMO agrees to follow.
If a dispute cannot be resolved satisfactorily either by branch staff or through internal executive levels, a customer may appeal to The Office of the Ombudsman. As an advocate for fairness, the Ombudsman does not take sides and addresses problems or concerns in an unbiased and impartial manner. Every member of the Office of the Ombudsman is dedicated solely to resolving customer concerns and is not involved in our day-to-day operations.
In the U.S.:
Contact information for all our U.S. operating groups is available here. If a customer needs help at any point, he/she may click "Push to Talk" and a Harris representative will call them back at the number provided. We also have an online survey so that customers are able to provide valuable feedback on their online experience.