The role of the Customer Resolution 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.
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.
CRO mandate
The CRO 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 CRO determines your concerns are within its scope, a review will be conducted. At the conclusion of the review, the CRO may resolve your issue or support the outcome provided at the first level.
Terms of Service
By requesting that the CRO review your concerns with BMO Financial Group, you acknowledge and agree to our terms as follows:
You will:
- provide all the relevant information at the beginning of our investigation.
- make yourself available to discuss your concerns.
- cooperate with our office and treat us with respect, including providing information we may require to complete our review; if you do not, we will close our investigation.
We may:
- access your personal and/or confidential information across all lines of business within BMO.
- discuss your concerns with the business or consult third parties.
- disclose information to regulators or as required by law.
- decline to review your concerns if we determine you have engaged in rude, aggressive, insulting or otherwise unacceptable behaviour with any BMO employee.
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, compel any employee of the CRO to give evidence in any proceeding.
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.
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. Activity such as ongoing collections proceedings or account closures will not automatically cease while our office conducts a review.
What We Need to Review Your Complaint
In order to review your complaint efficiently, when contacting our office by email please provide:
- full name, address and telephone number;
- a copy of the response you received from BMO previously in relation to your concerns, if any;
- 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.
If further information or clarification is required, a member of the CRO may contact you directly.
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. If you wish to provide sensitive information, please include that in your email and we will make arrangements to enable you to send information securely.
Full details of BMO’s Complaint Handling Process are outlined in the brochure titled: Complaint Handling Process. It’s also available at any BMO branch.
CRO Reports
The following report provides an overview of BMO complaint reviews.
Note: CRO's mandate was previously executed in part by the Customer Complaint Appeal Office, which was the most senior designated office to address complaints within BMO. Beginning in 2026, reporting will reflect the CRO activity.
2025 Customer Complaint Appeal Office Annual Report
2025 Customer Complaint Appeal Office Annual Report (704 KB)