If your bank complaint has stalled, the landscape you're dealing with actually changed underneath you this year — and mostly for the better.
What's Actually Happening
In 2025, the Ombudsman for Banking Services and Investments (OBSI) became the single external complaints body (ECB) for all of Canada's banks, ending nearly two decades where banks could choose between competing dispute-resolution services. Total consumer inquiries rose to more than 26,000 — up almost 60% from the record set the year before — and OBSI opened over 6,100 investigations, a 90% jump. Banking case volumes more than doubled year over year.
What It Means If You're Filing Now
One ombudsman means one process regardless of which bank you're dealing with — no more checking which dispute body your specific bank happened to use. In 2025, more than 1,300 complaints ended with monetary compensation totalling about $5.8 million, with resolution rates in the 40–55% range in favour of consumers and median compensation between $500 and $3,000.
How Long It Actually Takes
| Stage | Typical time |
|---|---|
| Your bank's own internal complaint process | up to 56 days |
| OBSI investigation, start to recommendation | 3–6 months |
You have to go through your bank's own process and get their final position first — OBSI can't open a file until that's done.
Skip the confusion about which office handles your bank — draft your complaint and let Asya route it correctly.
Start With Asya Now →Sources & Verification
Figures in this article are drawn from OBSI's own 2025 annual report and coverage of it, including:
Learn more about how ComplaintCA verifies information on our About page.