For the purposes of the Code of Conduct for the Delivery of Banking Services to Seniors (PDF, 203 KB), a “senior” refers to an individual in Canada who is 60 years of age or older and who is transacting for non-business purposes.
LBC Financial Services Inc. (“LBCFS”) is a subsidiary of Laurentian Bank of Canada (“Bank”). LBCFS is a corporate entity separate from Laurentian Bank, B2B Bank Financial Services Inc., B2B Trustco, and any other issuer.
Resolving your complaints.
Your satisfaction is our top priority. That’s why we've put in place ways to receive your comments on our policies and service quality. This helps us respond to your problems and concerns quickly and take the necessary steps to get them resolved.
Achieving customer satisfaction.
Customer Inquiries team.
We’ve dedicated a customer service team to improving your experience, providing support and engaging the right groups to resolve an issue.
Our commitment.
We’re committed to transparency and responsible banking services. That’s why we uphold voluntary banking industry codes designed to ensure fairness and protect customers.
Steps for Laurentian Bank.
Our dedicated team will work with you to quickly address and resolve the issue. Here’s how to submit a complaint.
Contact us directly.
Contact your branch advisor or Client Services.
Toll-free: 1-800-522-1846 Phone: 514-522-1846
Customer Inquiries team.
If you’re not satisfied with the response you received, get in touch with our Customer Inquiries team:
Laurentian Bank Customer Inquiries 1360 René-Lévesque Blvd W. Suite 630 Montreal QC H3G 0E5
Toll-free: 1-877-803-3731 Phone: 514-284-3987
Head of Complaints Resolution.
If you have followed steps 1 and 2 and are not satisfied, you may contact our Head of Complaints Resolution, preferably in writing at:
Laurentian Bank Client Complaints Appeal Office (CCAO) 1360 René-Lévesque Blvd W. Suite 600 Montreal QC H3G 0E5
Toll-free: 1-800-479-1244 Phone: 514-284-7192
Fax: 1-800-473-4790 (toll-free) or 514-284-7194
Other options.
Financial Consumer Agency of Canada (FCAC).
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions which includes banks (financial institutions), for compliance with federal consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place. If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly. If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments (OBSI). If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate. Website: www.canada.ca/fcac Online form Phone: For service in English: 1-866-461-3222 (FCAC) For service in French: 1-866-461-2232 (ACFC) For calls from outside Canada: 613-960-4666 Teletypewriter (TTY): 1-866-914-6097 or 613-947-7771 Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit www.srvcanadavrs.ca/en to learn more. Financial Consumer Agency of Canada 427 Laurier Ave W. 5th Floor Ottawa ON K1R 1B9
Ombudsman for Banking Services and Investments (OBSI).
When to contact the OBSI:
- If you haven’t received a response from the Head of Complaint Resolution within 56 days.
- If you’re not satisfied with the final response from the Head of Complaint Resolution. You have up to 180 calendar days after receiving our final response.
OBSI 20 Queen St W. Suite 2400 P.O. Box 8 Toronto ON M5H 3R3 Toll-free: 1-888-451-4519, ext. 2259 Fax: 1-888-422-2865 (toll-free) or 416-225-4722
Privacy Commissioner of Canada.
If the problem is related to a personal information issue, get in touch with the Privacy Commissioner of Canada using the following contact information: Office of the Privacy Commissioner of Canada 30 Victoria St Gatineau QC K1A 1H3 Toll-free: 1-800-282-1376 Phone: 819-994-5444 Teletypewriter (TTY): 819-994-6591 Fax: 819-994-5424
Seniors Champion of Laurentian Bank.
When serving our senior1 customers, we adhere to the Code of Conduct for the Delivery of Banking Services to Seniors. If you have questions, concerns or feel we haven’t met those expectations, contact our Seniors Champion. Seniors Champion of Laurentian Bank 1360 René-Lévesque Blvd W. Suite 600 Montreal QC H3G 0E5