BMO’s complaint handling process
The Customer Complaint Appeal Office (CCAO) is the final escalation step in BMO’s Complaint Handling Process. The CCAO conducts impartial reviews of complaints from customers in Canada that have not been resolved in either of the first two steps of BMO’s Complaint Handling Process. The CCAO does not report directly to any business area and is not involved in BMO’s business operations.
During our reviews, we also identify opportunities and make recommendations on how BMO can provide a better customer experience or improve operations, products or services.
The role of the customer complaint appeal office
If you have a complaint, we encourage you to let us know and give us the opportunity to resolve the issue through our Complaint Handling Process efficiently and professionally, because retaining your confidence is very important to us. to us. We promise to address your complaint quickly, efficiently and professionally, because retaining your confidence is very important to us.
CCAO mandate
The CCAO will review your concerns to determine whether to recommend. The CCAO does not review certain types of complaints, including business, credit or risk management decisions (e.g. loan eligibility or pricing), and matters that are, or have been, before a court. If the CCAO determines your concerns are within its scope, a review will be conducted. At the conclusion of the review the CCAO may facilitate a resolution between you and BMO, or support the outcome provided by Step 2.
Your agreement when submitting a complaint
By requesting that the CCAO review your concerns with BMO Financial Group, you acknowledge and agree to our terms as follows:
- to provide all the relevant information you have, or are aware of, at the beginning of our investigation.
- to make yourself available to discuss your concerns.
- to cooperate with our office and treat us with respect; if you do not, we will close our investigation.
- we may decline to review your concerns if we determine you have engaged in rude, aggressive, insulting or otherwise unacceptable behaviour with any BMO employee.
- we will discuss your concerns with the business.
- we may access your personal and/or confidential information across all lines of business within BMO.
- we may consult third parties in connection with your concerns.
- we may disclose information to regulators or as required by law.
- all statements made by any person, and all correspondence, notes or other documents created in the course of our review (the “Records”) are without prejudice, confidential and privileged.
- you will not attempt to compel production of, seek access to, rely on, or introduce into evidence in any proceeding, the Records.
- you will not attempt to compel any employee of the CCAO to give evidence in any proceeding.
- our response is confidential and solely to provide our views on your complaint and you will not use it for any other use, circulate it or otherwise publish it.
- we are not able to provide you with any professional advice, including legal and financial advice; if you require legal, financial or other advice, you will obtain it on your own.
- activity such as ongoing collections proceedings or account closures will not automatically cease while our office conducts a review.
If we review your concerns, you do not lose your right to sue BMO. However, the time limit for suing (called a limitation period) continues to run while we review your concerns. If you are considering commencing legal proceedings against BMO, we recommend that you contact a lawyer and obtain legal advice.
Confidentiality and use of our response
Our response is confidential and intended solely to provide our views on your complaint. It is not for broader use, circulation or publication except that you may disclose it to the Ombudsman for Banking Services and Investments. You may also disclose matters that are protected under whistleblower laws without notice or consent from BMO.
Access to the CCAO
The CCAO will only review your concerns after you have attempted to resolve your complaint by going through Steps 1 and 2 of BMO’s Complaint Handling Process.
Please review that process for details on how to contact the CCAO if you remain dissatisfied after the completion of those Steps.
When contacting our office by email please provide:
- full name, address and telephone number;
- a summary or copy of the resolution you received in relation to your concerns;
- specifics about what and why you disagree with the response already provided by BMO; and
- what you believe would be a fair resolution to your concern and why.
Important information about your submission
Please ensure the email and any attachments do not contain any sensitive information such as your SIN or full account number.
Full details of BMO’s Complaint Handling Process are outlined in the brochure titled: We’re here to help – Resolving Customer Complaints (PDF, 447 K). It’s also available at any of BMO’s branches.
CCAO Reports
The CCAO Annual Reports provide an overview of all completed reviews for the year and information on industry trends.
2024 Customer Complaint Appeal Office Annual Report
Our office completed 1,693 reviews and over 1,400 OBSI reviews. Over 60% of the OBSI reviews began in 2023, many involving customers who were victims of a third party scam and chose to escalate directly to the OBSI. OBSI agreed with BMO’s decision 88% of the time.
Read about all the details in the 2024 Customer Complaint Appeal Office Annual Report (835 KB)
2023 Customer Complaint Appeal Office Annual Report
Our office completed 2,587 reviews, up 104% compared to 2022. 65% of banking complaints were resolved to the satisfaction of the customer.
We handled a significant number of complaints from customer who fell prey to third party scams, some of whom were tricked by third parties into clicking on links and sharing their personal information through deceptive emails, text messages and phone calls, and subsequent large sums of money were removed from their accounts.
Read about all the details in the 2023 Customer Complaint Appeal Office Annual Report (1 MB PDF)
Contact the CCAO
The CCAO will only review your concerns after you have attempted to resolve your complaint by going through Steps 1 and 2 of BMO’s Complaint Handling Process.
If you have completed Step 1 and 2 of BMO’s Complaint Handling Process and are not satisfied, please contact us.
Phone
Fax
Customer Complaint Appeal Office (CCAO)
1 First Canadian Place
P.O. Box 150
Toronto, ON
M5X 1H3