Voluntary Commitments and Codes of Conduct

Voluntary Codes of Conduct are non-legislated commitments, voluntarily made by companies, associations and other organizations to influence or control behaviour, for the benefit of both themselves and their communities. Voluntary codes and commitments can address the needs of consumers, workers, and citizens while helping companies remain competitive.

The banking industry has developed and is committed to several voluntary codes designed to protect consumers.

Code of Conduct for the Credit and Debit Card Industry in Canada

Online Payments

Consumer and industry responsibilities related to the use of online payments systems in Canada.

Canadian Code of Practice for Consumer Debit Card Services

Industry practices and consumer and industry responsibilities related to debit cards.

Guidelines for Transfers of Registered Plans

What to expect and where to get help when transferring a registered savings plan (RSP) between financial institutions.

CBA Code of Conduct for Authorized Insurance Activities

Outlines the banks' standards for branch employees offering credit, travel and personal accident insurance with respect to training, disclosure, promotion practices, customer privacy protection and customer redress.

Principles of Consumer Protection for Electronic Commerce:
A Canadian Framework

A guide to protecting customers in online transactions, developed with input from industry, government and consumer groups.

Model Code of Conduct for Bank Relations with Small- and Medium-Sized Businesses

Model code of conduct for bank dealings with small- and medium-sized businesses. The key elements of the model code are incorporated into individual bank codes.

Plain Language Mortgage Documents - CBA Commitment

A commitment by Canada's banks to improve readability of residential mortgage documents.

Notification under the rule 24-101 Institutional Trade Matching and Settlement

Mortgage Prepayment Penalty Disclosure

Code of Conduct for Federally Regulated Financial Institutions

Mortgage Security

Commitment to Provide Information on Mortgage Security

Power-of-attorneys and Joint Deposit Accounts

Commitment on Power-of-attorneys and Joint Deposit Accounts

The Foreign Account Tax Compliance Act (FATCA) and the Common Reporting Standard (CRS)

Laurentian Bank is committed to comply with the requirements of the FATCA, an American tax law that is aimed at preventing U.S. taxpayers from avoiding the payment of American taxes by using financial accounts held outside the United States. Similarly, the Bank is also committed to comply with the requirements of the CRS law that address shortcoming in tax reporting for non-resident clients in order to fight international tax evasion in participating jurisdictions.


Achieving Customer Satisfaction

Customer satisfaction is a top priority at Laurentian Bank Group*. That is why we have put in place mechanisms to receive your comments on our policies and service quality, and to respond promptly when there is a problem that requires us to take corrective action. Ideally, problems should be resolved directly between the parties concerned, but that is not always possible.

For those situations, the Bank has created the Quality Management and Compliance team to improve service quality, provide assistance to customers upon request, and to communicate, when necessary, with the authorities concerned.

Laurentian Bank Group* is committed to several voluntary banking industry codes designed to protect consumers, and which describe the rights and responsibilities of the banks and their clients. These include the Online Payments Code, the Canadian Code of Practice for Consumer Debit Cards, the CBA Code of Conduct for Authorized Insurance Activities, and others.

If you have comments or complaints concerning our services, fees or confidentiality of personal information, we suggest you to download the Achieving Customer Satisfaction form.

Coercive tied selling

At Laurentian Bank and its subsidiaries, we require from all our employees to fully comply with the law by staying clear of coercive tied selling.

If you want to know what is coercive tied selling and how to contact us if you have any questions, complaints or concerns, we suggest you to download the Coercive tied selling form.