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We’re here to help - Complaint Handling Process

B M O Financial Group’s complaint handling process is outlined in the brochure We’re here to help - Complaint Handling Process (PDF, 445 K), which is available online and at all B M O Bank of Montreal branches. It outlines the complaint handling process for customers in Canada and is designed to put you in touch with the people who can help.

Whenever you need to talk to us, we'll be here to help.

You come first in everything we do. If you have a complaint, we encourage you to let us know and give us the opportunity to resolve the issue. We promise to address your complaint quickly, efficiently and professionally, because retaining your confidence is very important to us. This page is divided into three sections: Banking Complaints, Investment Complaints and Insurance Complaints and outlines how to escalate each type of complaint. Please refer to the section that your complaint relates to, so your concerns are referred to the right team.

Please refer to this section if your complaint relates to:

  • Chequing and Savings Accounts
  • Overdraft Protection
  • Credit Cards
  • Mortgages, Loans and Lines of Credit
  • GICs and Term Deposits
  • Business Banking
  • Commercial Banking
  • Travel & Creditor Insurance

B M O’s complaint handling process is comprised of three steps.

The first step of the complaint handling process begins when you share your concerns with a B M O representative at a branch, B M O office, or by calling the B M O Bank of Montreal Customer Contact Centre. We will provide you with an acknowledgement that we have received your complaint and will work to address your complaint quickly, efficiently, and professionally. If we are unable to resolve your complaint within 14 days from the date you raised it, your complaint will be escalated to the second step of the complaint handling process, where it will be reviewed by a senior officer of the business. You can also request to escalate your complaint directly to a senior officer if you are dissatisfied with the outcome or at any time during the process by contacting the applicable office as outlined in the section titled, “Step 2: Escalate to a Senior Officer” below. You will receive a response from a senior officer as quickly as possible. If you are not satisfied with the outcome, you may escalate your complaint to the Customer Complaint Appeal Office (CCAO), which is the third and final step in the complaint handling process. If you are not satisfied with the outcome, you may escalate your complaint externally to the Ombudsman for Banking Services and Investments. If your complaint is reviewed by the CCAO and if we cannot resolve your complaint internally within 56 days from the date we received your complaint, we will notify you of the potential delay, as well as the reason(s) for the delay, and you will have the option to raise your complaint to the Ombudsman for Banking Services and Investments. Contact details for raising concerns are as follows: Note: When contacting us electronically do not send personal and/or financial information via unsecured email.

1. Sharing your Concern

Talk to a BMO representative. You can raise your concerns, including privacy concerns, at a BMO branch or office where you normally conduct your business or, alternatively, you can contact: B M O Bank of Montreal Customer Contact Centre
Personal Banking* Call: 1-877-225-5266
Business Banking Services* Call: 1-877-262-5907
B M O Credit Cards* Call: 1-800-263-2263 *For clients who are deaf or hard of hearing, B M O supports calls (24/7) from third party relay service providers trained to relay communications through message relays (MRS) or video relays (VRS).
B M O Platinum Banking Contact the Relationship Manager indicated on your account statement. Call: 1-800-844-6442 Visit: bmo.com/privatewealth
Commercial Banking Contact your Relationship Manager Visit: commercial.bmo.com/our-bankers
BMO Creditor & Travel Insurance Products (For insurance products offered through the Bank of Montreal including on mortgages, lines of credit and BMO Credit Cards)
Contact the BMO Bank of Montreal Customer Contact Centre Call: 1-877-225-5266

2. Escalate to a Senior Officer

If your complaint is unresolved after following Step 1 of the process or you wish to escalate your complaint sooner than 14 days, you can escalate your complaint directly to a senior officer as follows: For matters relating to Personal and Business Banking, please contact:
B M O Bank of Montreal Senior Officer c/o Resolution Office Call: 1-800-372-5111 P.O. Box 3400, RPO Streetsville Mississauga, Ontario, L5M 0S9
If your concerns relate to Commercial Banking, please contact:
B M O Commercial Banking Headquarters Email: NACom.Compliance@bmo.com
If you are a B M O Platinum Banking customer, please contact:
B M O Platinum Banking Senior Officer c/o B M O Platinum Banking Headquarters 1 First Canadian Place, P.O. Box 150, Toronto, ON M5X 1A1 Email: PlatinumBankingComplaints@bmo.com
For matters relating to Personal and Business Banking Collections, please contact:
Account Management Unit Senior Officer c/o Resolutions Department PO Box 3100 Streetsville ON, L5M0S1 Email: AMU.Resolutions@bmo.com
B M O Creditor and Travel Insurance Office of the President 60 Yonge Street, Toronto, ON M5E 1H5 Call: 1-866-488-2595 Email: CreditorInsurance.Complaints@bmo.com

3. Escalate to the Customer Complaint Appeal Office (CCAO)

If your complaint is unresolved after following Steps 1 and 2, you may escalate to the Customer Complaint Appeal Office. The CCAO will review your concerns to determine if they are within its mandate. The CCAO does not investigate certain types of complaints including business or risk management decisions, and matters that are, or have been, before a court. If the CCAO determines your concerns are within its mandate, an investigator will conduct a review and at the conclusion of the review may facilitate a resolution between the parties or make a recommendation to settle the complaint. Customer Complaint Appeal Office 1 First Canadian Place, P.O. Box 150 Toronto, ON M5X 1H3 Call: 1-800-371-2541 Fax: 1-800-766-8029 Email: complaint.appeal@bmo.com Visit: bmo.com/customercomplaintappealoffice

Contacting the Ombudsman for Banking Services and Investments (OBSI)

If your complaint is unresolved after receiving a response from the CCAO, you can contact OBSI and ask them to review your complaint. You can also send your complaint to OBSI if we haven’t responded to your complaint within 56 days from the date when the complaint was first received by BMO Financial Group. OBSI is an independent and impartial dispute resolution service for consumers with a complaint they can’t resolve with their banking services or investment firm. The OBSI process is free of charge and confidential. Ombudsman for Banking Services and Investments 20 Queen Street West, Suite 2400 P.O. Box 8, Toronto, ON M5H 3R3 Call: 1-888-451-4519 / 416-287-2877 Fax: 1-888-422-2865 Teletypewriter (TTY): 1-844-358-3442 Email: ombudsman@obsi.ca Visit: obsi.ca

Contacting The Office of the Privacy Commissioner of Canada

If your complaint is about the privacy of your personal information and remains unresolved, you may escalate to: The Office of the Privacy Commissioner of Canada Call: 1-800-282-1376 Visit: www.priv.gc.ca

Voluntary Codes of Conduct and Public Commitments

The Canadian banking industry has developed several voluntary commitments and codes, designed to protect consumers and serve them better. Copies or additional information about the voluntary commitments and codes are available on our website at bmo.com/main/about-bmo/complaint-handling-process/codes-of-conduct. For example, one of BMO’s commitments is to ensure its employees do not apply undue pressure, coerce, or take advantage of a person in its sales practices.

Alternative Options

Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws and voluntary codes of conduct and public commitments. For example, financial institutions are required to provide consumers with information about complaint handling procedures, fees, interest rates and branch closures. If you have a complaint concerning a consumer protection law or voluntary code of conduct or public commitment, you may contact the FCAC at: Financial Consumer Agency of Canada 427 Laurier Avenue West, 6th Floor Ottawa, ON K1R 1B9 Call (English): 1-866-461-FCAC (3222) Call (French): 1-866-461-ACFC (2232) For calls from outside Canada: 613-960-4666 Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771 Fax: 1-866-814-2224 / 613-941-1436 Visit: canada.ca/en/financial-consumer-agency.html Note: The FCAC does not provide redress or compensation and will not get involved in individual disputes. For a complete list of federal consumer-protection laws, voluntary codes of conduct and public commitments, visit: canada.ca/en/financial-consumer-agency.html

Autorité des marchés financiers (AMF)

As the regulatory body for Quebec’s financial sector, the AMF protects consumers and enforces Quebec’s financial legislation and regulations. The AMF offers guidance to consumers in preparing formal complaints regarding investments and insurance products. If you are dissatisfied with how your complaint has been handled, you may have your file transferred to the AMF. The AMF may review your complaint or offer voluntary mediation to help resolve a dispute. To arrange for the transfer of your complaint file, complete the transfer form available on the AMF website. Autorité des marchés financiers 800 Square-Victoria, 4e étage CP 246, Tour de la Bourse Montréal, QC H4Z 1G3 Call: 514-395-0337 (Montreal) 418-525-0337 (Quebec City) Toll-free: 1-877-525-0337 Fax: 514-873-3090 Visit: lautorite.qc.ca/en/general-public/assistance-and-complaints Legal Assistance You may consider retaining a lawyer regarding your complaint. You should be aware that there are legal time limits for taking civil action called limitation periods. A lawyer can advise you of your options. Once the applicable limitation period expires, you may lose the right to pursue some claims.

Please refer to this section if your complaint relates to:

  • Our B M O Nesbitt Burns Inc. full service investment management firm
  • Our B M O InvestorLine Inc. online self-directed trading platform
  • A B M O Investments Inc. mutual fund product or service
  • An investment purchased with our B M O Private Banking team

1. Sharing your Concern

Talk to a representative at the branch or office where your complaint originated, or where you normally conduct your business. If your concerns remain unsolved, please involve the manager or supervisor. You can also refer to the complaint handling process or terms and conditions documents given to you when you opened your account to determine where to best raise your concern.

Alternatively, you may contact:

B M O Nesbitt Burns Inc. Contact your B M O Private Wealth Market Leader, as set out in your investment account statement.
B M O Investments Inc. Contact the Branch Manager at the branch indicated on your account statement.
B M O InvestorLine Inc. Call: 1-888-776-6886 Email: info@bmoinvestorline.com Visit: bmo.com/self-directed or bmo.com/advicedirect
B M O Private Banking Contact the Relationship Manager indicated on your account statement. Call: 1-800-844-6442 Visit: bmo.com/privatewealth

2. Escalate to a Senior Officer

If your complaint is unresolved after following Step 1 of the process or you wish to escalate your complaint sooner than 14 days, you can escalate your complaint directly to a senior officer as follows:
B M O Nesbitt Burns Inc. Designated Complaints Officer B M O Nesbitt Burns, Retail Compliance 1 First Canadian Place, P.O. Box 150, Toronto, ON M5X 1A1 Call: 1-866-391-5897 Email: BMONB.Complaints@bmonb.com
B M O Investments Inc. Office of the Chief Compliance Officer 1 First Canadian Place, P.O. Box 150, Toronto, ON M5X 1A1 Email: BMOIIcomplaints@bmo.com
B M O InvestorLine Inc. Designated Complaints Officer B M O InvestorLine, Compliance 1 First Canadian Place, P.O. Box 150, Toronto, ON M5X 1A1 Call: 1-888-776-6886 Email: info@bmoinvestorline.com
B M O Private Banking (B M O Private Investment Counsel Inc. and BMO Trust Company) Office of the Chief Compliance Officer 1 First Canadian Place, P.O. Box 150 Toronto, ON M5X 1A1 Email: Complaints.BMOPB@bmo.com

Still not satisfied?

If you are dissatisfied with our review, you may escalate to either of the following options: Ombudsman for Banking Services and Investments (OBSI) OBSI is an independent and impartial dispute resolution service for consumers with a complaint they can’t resolve with their banking services or investment firm. The OBSI process is free of charge and confidential. If your complaint is unresolved, you can contact OBSI and ask them to review your complaint. You can send your complaint to OBSI if we haven’t responded to your complaint within 90 days since you escalated to us, or within 180 days of receiving BMO Financial Group’s final response.
Ombudsman for Banking Services and Investments 20 Queen Street West, Suite 2400 P.O. Box 8, Toronto, ON M5H 3R3 Call: 1-888-451-4519 / 416-287-2877 Fax: 1-888-422-2865 Teletypewriter (TTY): 1-855-TTY-OBSI / 1-855-889-6274 Email: ombudsman@obsi.ca Visit: obsi.ca

Customer Complaint Appeal Office (CCAO)

The CCAO is employed by BMO Financial Group and is not an independent dispute resolution service. The CCAO does not report to any business area and is not involved in BMO’s business operations. The process is voluntary and focused on complaints for individual and small-business customers. The CCAO will review concerns to determine if they are within Its mandate. The CCAO does not investigate certain types of complaints including business or risk management decisions, and matters that are, or have been, before a court. If the CCAO determines your concerns are within its mandate, an investigator will review your concerns and at the conclusion of the review may facilitate a resolution between the parties or make a recommendation to settle the complaint. ¬¬ The estimated time the CCAO takes to review and provide a response is approximately 45-55 days based on historical data. Please note that statutory limitation periods continue to run while the CCAO reviews a complaint, which could impact your ability to commence a civil action. Customer Complaint Appeal Office (CCAO) 1 First Canadian Place, P.O. Box 150, Toronto, ON M5X 1H3 Call: 1-800-371-2541 Fax: 1-800-766-8029 Email: complaint.appeal@bmo.com Visit: bmo.com/customercomplaintappealoffice

Contacting The Office of the Privacy Commissioner of Canada

If your complaint is about the privacy of your personal information and remains unresolved, you may escalate to:
The Office of the Privacy Commissioner of Canada Call: 1-800-282-1376 Visit: priv.gc.ca

Alternative Options

Investment Industry Regulatory Organization of Canada (IIROC)

In Canada, regulation of the securities industry is carried out by provincial securities commissions and self-regulatory organizations, which include IIROC. IIROC monitors client complaints and disciplinary matters to proactively identify emerging regulatory issues at Member firms. IIROC requires its Members to report client complaints and disciplinary matters, including internal investigations, denial of registration, disciplinary actions, settlements, and civil, criminal or regulatory action against the firm or its registered employees.
IIROC Suite 2000, 121 King Street West Toronto, ON M5H 3T9 Call: 1-877-442-4322 Fax: 1-888-497-6172 (Toll-free complaints line for inquiries and to have a Customer Complaint Form mailed to you) For further information, you may visit IIROC’s website (iiroc.ca). IIROC provides information to consumers on how to file a complaint here (iiroc.ca/investors/how-make-complaint). This website provides various resources and allows you to file your complaint online or download and complete a Complaint Form which you can either email to investorinquiries@iiroc.ca or fax to 1-888-497-6172.

Mutual Fund Dealers Association of Canada (MFDA)

The MFDA is the self-regulatory organization in Canada that investigates complaints about mutual fund dealers and their representatives, and takes enforcement action where appropriate. You may make a complaint to the MFDA at any time, whether or not you have complained to us. The MFDA does not order compensation or restitution to clients of Members. The MFDA exists to regulate the operations, standards of practice and business conduct of its Members and their representatives with a mandate to enhance investor protection and strengthen public confidence in the Canadian mutual fund industry. The MFDA has also entered into a Co-Operative Agreement with the Autorité des marchés financiers and actively participates in the regulation of mutual fund dealers in Quebec.
Mutual Fund Dealers Association of Canada 121 King Street West, Suite 1000 Toronto, ON M5H 3T9 Call: 416-361-6332 Toll Free: 1-888-466-6332 Fax: 416-361-9073 Email: complaints@mfda.ca Visit: mfda.ca

Autorité des marchés financiers (AMF)

As the regulatory body for Quebec’s financial sector, the AMF protects consumers and enforces Quebec’s financial legislation and regulations. The AMF offers guidance to consumers in preparing formal complaints regarding investments and insurance products. If you are dissatisfied with how your complaint has been handled, you may have your file transferred to the AMF. The AMF may review your complaint or offer voluntary mediation to help resolve a dispute. To arrange for the transfer of your complaint file, complete the transfer form available on the AMF website. Autorité des marchés financiers 800 Square-Victoria, 4e étage CP 246, Tour de la Bourse Montréal, QC H4Z 1G3 Call: 514-395-0337 (Montreal) 418-525-0337 (Quebec City) Toll-free: 1-877-525-0337 Fax: 514-873-3090 Visit: lautorite.qc.ca/en/general-public/assistance-and-complaints

Residents of Manitoba, New Brunswick or Saskatchewan

Securities regulatory authorities in these provinces have the power to, in appropriate cases, order that a person or company that has contravened securities laws in their province pay compensation to a claimant. The claimant is then able to enforce such an order as if it were a judgment of the superior court in that province. For more information, please visit:
Manitoba: msc.gov.mb.ca
New Brunswick: nbsc-cvmnb.ca
Saskatchewan: fcaa.gov.sk.ca
Legal Assistance You may consider retaining a lawyer regarding your complaint. You should be aware that there are legal time limits for taking civil action called limitation periods. A lawyer can advise you of your options. Once the applicable limitation period expires, you may lose the right to pursue some claims.

Please refer to this section if your complaint relates to:

  • B M O Insurance & B M O Estate Insurance
    • Term Life Insurance
    • Permanent Life Insurance
    • Income Annuities
    • Critical Illness Insurance
  • Insurance products purchased through B M O Estate Insurance Advisory Services Inc.

B M O Insurance & B M O Estate Insurance

1. Sharing your concern

B M O Insurance (for B M O Life Assurance products and services) Please contact B M O Insurance at 1-866-881-9054, or your advisor if applicable.
B M O Estate Insurance Advisory Services Inc. Please contact the Advisor indicated on your account statement.

2. Escalate to a Senior Officer

If your complaint is unresolved after following Step 1 of the process or you wish to escalate your complaint sooner than 14 days, you can escalate your complaint directly to a senior officer as follows: For matters relating to Personal and Business Banking, please contact
B M O Insurance Office of the President 60 Yonge Street, Toronto, ON M5E 1H5 Call: 1-866-488-2595 Email: Insurance.ResolutionOffice@bmo.com
B M O Estate Insurance Advisory Services Inc. Office of the Chief Compliance Officer 1 First Canadian Place P.O. Box 150, Toronto, ON M5X 1A1 Email: EIASI.Complaints@bmo.com

3. Escalate to the Customer Complaint Appeal Office (CCAO)

If your complaint is unresolved after following Steps 1 and 2, you may escalate to the Customer Complaint Appeal Office. The CCAO will review your concerns to determine if they are within its mandate. The CCAO does not investigate certain types of complaints including business or risk management decisions, and matters that are, or have been, before a court. If the CCAO determines your concerns are within its mandate, an investigator will review your concerns and at the conclusion of the review may facilitate a resolution between the parties or make a recommendation to settle the complaint. Customer Complaint Appeal Office (CCAO) 1 First Canadian Place, P.O. Box 150 Toronto, ON M5X 1H3 Call: 1-800-371-2541 Fax: 1-800-766-8029 Email**: bmo.ombudsman@bmo.com Visit: our-impact.bmo.com/our-practices/business-conduct/office-of-the-ombudsman

Contacting the OmbudService for Life & Health Insurance (OLHI)

If you are a client of BMO Life Assurance Company or BMO Nesbitt Burns Inc. and have purchased insurance products through BMO Estate Insurance Advisory Services Inc., you have the option of escalating your concerns to OLHI if your complaint is unresolved after receiving a response from the CCAO or we haven’t responded to your complaint within 56 days from the date when the complaint was first received by BMO Financial Group. OLHI is a national independent complaint resolution and information service for consumers of Canadian life and health insurance products and services, including life, disability, employee health benefits, travel health insurance, and insurance investment products such as annuities and segregated funds. OmbudService for Life & Health Insurance 20 Adelaide St. East, Suite 802, P.O. Box 29, Toronto, ON M5C 2T6 Attention: Associate General Manager Call (English): 1-888-295-8112 Call (French): 1-866-582-2088 Visit: olhi.ca

Contacting The Office of the Privacy Commissioner of Canada

If your complaint is about the privacy of your personal information and remains unresolved, you may escalate to: The Office of the Privacy Commissioner of Canada Call: 1-800-282-1376 Visit: priv.gc.ca Voluntary Codes of Conduct and Public Commitments The Canadian banking industry has developed several voluntary commitments and codes, designed to protect consumers and serve them better. Copies or additional information about the voluntary commitments and codes are available on our website at bmo.com/main/about-bmo/complaint-handling-process/codes-of-conduct. For example, one of BMO’s commitments is to ensure its employees do not apply undue pressure, coerce, or take advantage of a person in its sales practices.

Alternative Options

Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws and voluntary codes of conduct and public commitments. For example, financial institutions are required to provide consumers with information about complaint handling procedures, fees, interest rates and branch closures. If you have a complaint concerning a consumer protection law or voluntary code of conduct or public commitment, you may contact the FCAC at: Financial Consumer Agency of Canada 427 Laurier Avenue West, 6th Floor, Ottawa, ON K1R 1B9 Call (English): 1-866-461-FCAC (3222) Call (French): 1-866-461-ACFC (2232) For calls from outside Canada: 613-960-4666 Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771 Fax: 1-866-814-2224 / 613-941-1436 Visit: canada.ca/en/financial-consumer-agency.html Note: The FCAC does not provide redress or compensation and will not get involved in individual disputes. For a complete list of federal consumer-protection laws, voluntary codes of conduct and public commitments, visit: canada.ca/en/financial-consumer-agency.html

Autorité des marchés financiers (AMF)

As the regulatory body for Quebec’s financial sector, the AMF protects consumers and enforces Quebec’s financial legislation and regulations. The AMF offers guidance to consumers in preparing formal complaints regarding investments and insurance products. If you are dissatisfied with how your complaint has been handled, you may have your file transferred to the AMF. The AMF may review your complaint or offer voluntary mediation to help resolve a dispute. To arrange for the transfer of your complaint file, complete the transfer form available on the AMF website. Autorité des marchés financiers 800 Square-Victoria, 4e étage CP 246, Tour de la Bourse Montréal, QC H4Z 1G3 Call: 514-395-0337 (Montreal) 418-525-0337 (Quebec City) Toll-free: 1-877-525-0337 Fax: 514-873-3090 Visit: lautorite.qc.ca/en/general-public/assistance-and-complaints

Saskatchewan Residents

If you reside in Saskatchewan, you may contact the Superintendent of Insurance at: Superintendent of Insurance Insurance and Real Estate Division Financial and Consumer Affairs Authority Suite 601, 1919 Saskatchewan Drive, Regina, Saskatchewan S4P 4H2 Call: 306-787-6700 Fax: 306-787-9006 Email: fid@gov.sk.ca Website: fcaa.gov.sk.ca Legal Assistance You may consider retaining a lawyer to assist with your complaint. You should be aware that there are legal time limits for taking civil action called limitation periods. A lawyer can advise you of your options. Once the applicable limitation period expires, you may lose rights to pursue some claims.