BMO Financial Group's Ombudsman Office

Who We Are and Our Role

BMO's Ombudsman is Dana Di Bartolo B.C.L, LL.B. Ms. Di Bartolo joined BMO in 2009 as Associate General Counsel and Managing Director, Private Client Group. She has also served as BMO's Chief Ethics and Privacy Officer. Prior to joining BMO, Ms. Di Bartolo held a variety of legal positions in the areas of wealth management, corporate/commercial and mergers & acquisitions law. Ms. Di Bartolo is committed to resolving customer concerns in a fair, equitable, and reasoned manner.

The team supporting the Ombudsman has been carefully chosen for their knowledge of, and experience with, a broad array of financial products and services. The Ombudsman Office is dedicated to resolving issues and is not involved in the day-to-day operations of BMO.

Our role is to conduct an impartial and thorough review of unresolved complaints and facilitate a fair resolution. The Ombudsman's recommendations are non-binding. In the event that a settlement is not reached, each party remains free to pursue other avenues to resolve the dispute.

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Our Mandate

Our mandate is to review complaints (relating to products and/or services of BMO's Canadian businesses) that remain unresolved after having been through Steps 1 and 2 of BMO's dispute resolution process. Full details of BMO's dispute resolution process are outlined in the We Can Help - Resolving Customer Complaints (PDF, 986K) brochure. The brochure is also available at any BMO Bank of Montreal branch.

This means that if your complaint remains unresolved after you have talked to a representative where your complaint originated or where you normally conduct your business (Step 1), and you have raised your complaint with the appropriate business group Senior Officer and received a final response (Step 2), we may be able to help resolve your complaint provided that it falls within our mandate.

Our Office has a broad mandate to investigate a wide range of financial services complaints; however, there are certain issues that fall outside of our mandate. These include:

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Contact Us

If after having been through Steps 1 and 2 of BMO's dispute resolution process your complaint remains unresolved, please contact us.

You may contact us by mail, fax, Email, or phone

Mail BMO Financial Group Ombudsman
1 First Canadian Place
P.O. Box 150
Toronto, ON M5X 1H3
Fax 1 800 766-8029
Email* bmo.ombudsman@bmo.com
Phone 1 800 371-2541

*IMPORTANT: Please do not send personal and/or financial information via unsecured email.

When you contact our Office please provide the following information:

For complaints related to: joint accounts, joint products, products with a power of attorney or children's accounts/products, additional information may be requested.

If you are contacting us on behalf of someone else, in addition to the above information, please provide:

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