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
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