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We’re here to help – Resolving Customer Complaints

B M O’s complaint resolution process is outlined in the brochure We’re here to help – Resolving Customer Complaints brochure (PDF, 773 K), which is available online and at all B M O Bank of Montreal branches. It lists the complaint resolution process for all of our Canadian operating groups and includes contact information for our Ombudsperson, the Ombudsman for Banking Services and Investments, regulators and provincial securities commissions. It also outlines the financial services industry’s voluntary commitments and codes of conduct that B M O agrees to follow.

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. To ensure your concerns are referred to the right team, this page is divided into three sections, by product or service: Banking, Investments and Insurance. Please refer to the sections below which outline how and where to escalate your complaint.

Please refer to this section if your complaint relates to a B M O Banking Product such as:

  • Chequing and Savings Accounts
  • Overdraft Protection, Credit Cards
  • Mortgages, Loans, and Lines of Credit
  • GICs and Term Deposits
  • Business Banking

1. Talk to Us

Talk to a representative at the branch or office where your complaint originated, or where you normally conduct your business. If your concerns are not resolved, please involve the manager or supervisor. Alternatively, 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 Visit: bmo.com (and click on Contact Us)
B M O Credit Cards* Call: 1-800-263-2263 Visit: bmo.com/creditcards *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 Private Banking Contact your Market Manager Call: 1-800-844-6442 Visit: bmoprivatebanking.com If you have a complaint about Travel or Creditor Insurance on your mortgage, line of credit or B M O Credit Card, please refer to the Insurance section.

2. Escalate to a Senior Officer

If your complaint has not been resolved to your satisfaction after following Step 1 referenced above, we encourage you to escalate your complaint by mail, telephone or fax to the appropriate business group listed below. Once we receive your complaint, one of our Senior Officer representatives will work to resolve your concerns as quickly as possible.
B M O Bank of Montreal and B M O Credit Cards Senior Officer c/o Executive Resolution Office P.O. Box 3400, RPO Streetsville Mississauga, Ontario, L5M 0S9 Call: 1-800-372-5111 Fax: 1-855-743-6493
B M O Private Banking Office of the Chief Compliance Officer 1 First Canadian Place, P.O. Box 150 Toronto, ON M5X 1A1 Email: Complaints.BMOPB@bmo.com

3. Escalate to the B M O Ombudsperson

If your complaint is unresolved after following Steps 1 and 2, you may escalate to the B M O Ombudsperson. The B M O Ombudsperson conducts impartial reviews of unresolved complaints about products or services offered by B M O’s Canadian operating groups. The process is based on fairness, integrity and respect, and is focused on complaints for individual and small business customers. The B M O Ombudsperson will review concerns to determine if they are within its mandate. The B M O Ombudsperson does not investigate certain types of complaints including business or risk management decisions, and matters that are, or have been, before a court. Although the B M O Ombudsperson is employed by B M O Financial Group and not an independent dispute resolution service, the Office does not report directly to any business areas and is not involved in B M O’s business operations. At the conclusion of a review, the B M O Ombudsperson may facilitate a resolution between the parties or make a recommendation to settle the complaint. B M O Office of the Ombudsperson* 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/ *Due to the heightened level of concern related to the spread of novel coronavirus (COVID-19), B M O is taking action to safeguard the health and well-being of our customers, our employees and their families, including limiting access to our offices. Therefore, you may experience a delay in response when submitting concerns via (physical) mail. **IMPORTANT: Please do not send personal and/or financial information via unsecured email.

Escalate to the B M O Privacy Office*

If your complaint is about the privacy of your personal information and remains unresolved after following Steps 1 and 2, you may escalate to the B M O Privacy Office: B M O Office of the Chief Privacy Officer 1 First Canadian Place P.O. Box 150, Toronto, ON M5X 1H3 Email: privacy.matters@bmo.com Subject line: Attn: Chief Privacy Officer Visit: bmo.com/privacy *Due to the heightened level of concern related to the spread of novel coronavirus (COVID-19), B M O is taking action to safeguard the health and well-being of our customers, our employees and their families, including limiting access to our offices. Therefore, you may experience a delay in response when submitting concerns via (physical) mail. If you are still not satisfied after contacting B M O’s Privacy Office, you may contact: The Office of the Privacy Commissioner of Canada Call: 1-800-282-1376 Visit: www.priv.gc.ca

4. Contact the 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. You can send your complaint to OBSI if we haven’t responded to your complaint within 90 days since you contacted Step 2, or within 180 days of receiving our 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

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/home/popups/global/codes-of-conduct.

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 Legal Assistance You may consider retaining a lawyer to assist with the 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.

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. Talk to Us

Talk to a representative at the branch or office where your complaint originated, or where you normally conduct your business. If your concerns are not resolved, please involve the manager or supervisor. You can also refer to the complaint resolution process or terms and conditions documents given to you when you opened your account.

Alternatively, 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 your B M O Private Wealth Market Leader, as set out in your investment account statement. Visit: bmoprivatebanking.com

2. Escalate to a Senior Officer

If your complaint is unresolved after following Step 1, you may escalate to the appropriate business group Senior Officer, listed below:
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 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, we will outline escalation options you may consider in our substantive response letter, including: 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. 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 our 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

B M O Ombudsperson

The B M O Ombudsperson conducts impartial reviews of unresolved complaints regarding products or services offered by B M O’s Canadian operating groups. The process is voluntary and focused on complaints for individual and small- business customers. The B M O Ombudsperson will review concerns to determine if they are within its mandate. The B M O Ombudsperson does not investigate certain types of complaints including business or risk management decisions, and matters that are, or have been, before a court. Although the B M O Ombudsperson is employed by B M O Financial Group and is not an independent dispute resolution service, the Office does not report directly to any business areas and is not involved in B M O’s business operations. At the conclusion of a review, the B M O Ombudsperson may facilitate a resolution between the parties or make a recommendation to settle the complaint. The estimated time the B M O Ombudsperson 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 B M O Ombudsperson reviews a complaint, which could impact the ability to commence a civil action. B M O Office of the Ombudsperson 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/

B M O Privacy Office

If your complaint is regarding the privacy of your personal information, you may escalate to the B M O Privacy Office: B M O Office of the Chief Privacy Officer 1 First Canadian Place, P.O. Box 150 Toronto, ON M5X 1H3 Email: privacy.matters@bmo.com Subject line: Attn: Chief Privacy Officer Visit: bmo.com/privacy If you are still not satisfied after contacting B M O’s Privacy Office, you may contact:
The Office of the Privacy Commissioner of Canada Call: 1-800-282-1376 Visit: priv.gc.ca

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 to assist with the 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.

Please refer to this section if your complaint relates to:

  • A B M O Insurance Product such as:
    • Term Life Insurance
    • Permanent Life Insurance
    • Income Annuities
    • Critical Illness Insurance
  • Creditor Insurance on:
    • Lines of Credit
    • Mortgages
    • B M O Credit Cards
  • Insurance products purchased through B M O Estate Insurance Advisory Services Inc.

1. Talk to Us

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 Creditor & Travel Insurance products (for insurance products offered through the Bank of Montreal including on mortgages, lines of credit and B M O Credit Cards) Contact the B M O Bank of Montreal Customer Contact Centre Call: 1-877-225-5266 For questions relating to claims or underwriting, contact the insurer as set out in your Certificate of Insurance. Visit: bmo.com/insurance/contact-us
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, you may escalate to the appropriate business group Senior Officer, listed below:
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 Creditor and Travel 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 B M O Ombudsperson

If your complaint is unresolved after following Steps 1 and 2, you may escalate to the B M O Ombudsperson. The B M O Ombudsperson conducts impartial reviews of unresolved complaints about products or services offered by B M O’s Canadian operating groups. The process is based on fairness, integrity and respect, and is focused on complaints for individual and small business customers. The B M O Ombudsperson will review concerns to determine if they are within its mandate. The B M O Ombudsperson does not investigate certain types of complaints including business or risk management decisions, and matters that are, or have been, before a court. Although the B M O Ombudsperson is employed by B M O Financial Group and not an independent dispute resolution service, the Office does not report directly to any business areas and is not involved in B M O’s business operations. At the conclusion of a review, the B M O Ombudsperson may facilitate a resolution between the parties or make a recommendation to settle the complaint. B M O Office of the Ombudsperson* 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 *Due to the heightened level of concern related to the spread of novel coronavirus (COVID-19), B M O is taking action to safeguard the health and well-being of our customers, our employees and their families, including limiting access to our offices. Therefore, you may experience a delay in response when submitting concerns via (physical) mail. **IMPORTANT: Please do not send personal and/or financial information via unsecured email.

4. Escalate to an Independent Ombuds Service

Our final response letter will provide you with the option to contact one the following Ombuds Services:

OmbudService for Life & Health Insurance (OLHI)

If you are a client of the following entities:
  • B M O Life Assurance Company
  • B M O Nesbitt Burns Inc. (and have purchased insurance products through B M O Estate Insurance Advisory Services Inc.)
You have the option of escalating your concerns to OLHI if you’re not satisfied with our final response or more than 90 days have passed since you filed your complaint and you haven’t received a final response. 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

Ombudsman for Banking Services & Investments (OBSI)

If your complaint is regarding B M O Creditor and Travel Insurance on your mortgage, line of credit or B M O Credit Card, you can escalate your concerns to 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. You can send your complaint to OBSI if we haven’t responded to your complaint within 90 days since you contacted Step 2, or within 180 days of receiving our 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

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

Residents of Saskatchewan

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 the 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.