Compliment Procedure

Let us know about the exceptional service you received by mail, e-mail or phone:

Mail:

Citizens Bank Of Canada
401 - 815 West Hastings Street
Vancouver, BC, V6C 1B4

E-mail:

service@citizensbank.ca

Phone:

1-888-708-7800
1-888-702-7702 (TDD)

Please be sure to provide the name(s) of the staff involved so we can be certain to give proper recognition. Thank you!


Complaint Procedure

We take complaints very seriously at Citizens Bank and view them as our best way to identify and rectify problems. By solving your issue or concern, we will have ultimately improved our service levels to all members.
With this in mind, we commit to responding to your complaint within 24 hours with the following information:

  • Acknowledging receipt of your communication,
  • An immediate resolution to the problem if at all possible,
  • If further investigation is required on our part, we will advise you what person or department is handling it and when you can expect to hear from them (usually within 5 working days).

If you have a problem, issue or complaint of any sort, we not only invite, but actually encourage you to contact us following the process outlined below.


Step 1: In advance, gather and assemble all the pertinent information such as:

  • Your account number
  • Your preferred method of reply: mail, e-mail or phone (if phone, when is the best time to call)
  • Date(s) of occurrence
  • Supporting statements or documents, if any
  • The names of any specific staff involved
  • Clarify the situation and sequence of events in your own mind, and then determine what it is you would like us to do.

Step 2: Contact the relevant department.  Our staff have been trained to handle virtually any problem that you may have encountered.  Indeed, our experience shows that over 98% of all member concerns are handled to their satisfaction with just one phone call or e-mail (NOTE: If you are contacting us by phone and the staff was unable to fully rectify your problem, you may ask to be transferred to a Manager):


Step 3: If the staff or Manager was unable to satisfy your concern, you may wish to appeal your situation further by contacting any one of the following senior bank officials:

  1. Any member of the executive staff including the Chief Executive Officer:

Mail:

Citizens Bank Of Canada
401 - 815 West Hastings Street
Vancouver, BC V6C 1B4

  1. The Board Of Directors:

Mail:

The Chair Of The Board
Citizens Bank Of Canada
401 - 815 West Hastings Street
Vancouver, BC V6C 1B4


Step 4: If the have followed Step 3 and have received a response that is not to your satisfaction , please contact the Ombudsman of Citizens Bank:


Mail:

The Ombudsman
Citizens Bank Of Canada
401- 815 West Hastings Street
Vancouver, BC V6C 1B4

E-mail

ombudsman@citizensbank.ca


Step 5: If at any time or upon completion of the above four steps Citizens Bank has not resolved the complaint, contact one of the following agencies that have been established to assist banking customers with their concerns. They will conduct a further, independent review.

  1. For most common banking issues:

Mail:

Ombudsman for Banking Services and Investments
P.O. Box 896, Station Adelaide
Toronto, Ontario M5C 2K3

Phone:

1-888-451-4519

Fax:

1-888-422-2865

  1. For legislated consumer provisions:

Mail:

Financial Consumer Agency Of Canada
6th Floor, Enterprise Building
427 Laurier Avenue, West
Ottawa, Ontario K1R 1B9

Phone:

1-866-461-3222

(NOTE: Visit FCAC’s website at: www.fcac-acfc.gc.ca for more information on the specific types of situations they will investigate.)

Finally, we wish to thank you in advance for letting your issue be known to us.
We take our member complaints very seriously and are committed to making every effort to resolving your concern.