A denied chargeback feels final. It isn't. You can challenge your card issuer's decision through its own complaint process and then through a free, independent ombudsman. You can also go after the merchant directly.
Step 1 — Find Out Exactly Why
Ask your card issuer for the reason in writing. If something was missing that you can supply, send it and ask them to review the dispute again. Most issuers want proof that you contacted the merchant first, and proof of what was promised and what you actually got. Save every message from here on.
Step 2 — File a Formal Complaint With Your Bank
A complaint is not the same as a dispute. Look up your bank's complaint-handling process, which every bank publishes, and file a complaint about how the dispute was handled. Under federal rules, your bank must give you a detailed written response within 56 calendar days of your first complaint.
Step 3 — Take It to OBSI (Free)
The Ombudsman for Banking Services and Investments gives a free, impartial review of complaints between consumers and banks. You can go to OBSI once your bank gives its final answer, or if 56 days pass without one. You then have 180 days after that final response to bring your complaint to OBSI.
OBSI: 1-888-451-4519 (TTY 1-844-358-3442).
Step 4 — Go After the Merchant Directly
In Ontario, if an item isn't delivered within 30 days of the delivery date in your contract, you can write to the business and ask for a refund. Do it in writing so you have a record.
Your provincial consumer protection office can investigate the business, especially if it's in Canada. Our chargeback guide lists the office for each province.
Small claims court is the route to a court order for your money. In Ontario it covers claims up to $50,000, and filing costs $108 for most people.
Your Options at a Glance
| Route | Cost & timing |
|---|---|
| Card issuer re-review | Free, right away |
| Bank complaint | Free; bank has 56 days to respond |
| OBSI | Free; within 180 days of the bank's final answer |
| Small claims (Ontario) | $108 to file; most claims within 2 years |
Turn your dispute into a clear, dated complaint for your bank, then reuse it for OBSI if you need to.
Draft It With Asya →Frequently Asked
Can I appeal a denied chargeback in Canada?
Yes. Ask your card issuer for the reason and supply anything missing. If it still says no, file a formal complaint through your bank's complaint process, then go to the Ombudsman for Banking Services and Investments (OBSI) if it isn't resolved.
Is OBSI free?
Yes. The Financial Consumer Agency of Canada describes OBSI as a free and impartial review of complaints between consumers and banks.
How long does my bank have to answer a complaint?
Your bank must give you a detailed written response within 56 calendar days of your first complaint. After that, or once it gives a final answer, you can go to OBSI.
Can I sue the merchant in small claims instead?
Yes. In Ontario, Small Claims Court handles claims up to $50,000, and filing a claim costs $108 for most people. In most cases you must file within two years.
Sources & Verification
Figures, rules, and contacts in this article come from official sources:
- Financial Consumer Agency of Canada — How to file a complaint with your bank
- OBSI — How the complaint process works
- Ontario — Advice on shopping online or over the phone
- Ontario — Small claims court fees
Learn more about how ComplaintCA verifies information on our About page.