Bank problem — fraud, service, or a disputed charge? Learn when to escalate to OBSI and where FCAC fits, with direct links and drafting help.
Find Your Path
Step 1 — Complain to your bank directly
Start at your branch or the department involved, explain the issue clearly, and ask for a resolution. If unresolved, ask to escalate to the bank's dedicated complaint-handling department. Put it in writing so there's a timeline.
FCAC — How to File a Complaint With Your Bank →Step 2 — Let the bank's process run (up to 56 days)
Banks and federal credit unions have up to 56 days to deal with your complaint. You can escalate once that's exhausted, or once they give you a final written response you're not satisfied with — whichever comes first.
Step 3 — Escalate to OBSI (free)
The Ombudsman for Banking Services and Investments is an independent, free dispute resolution service. Banks and federal credit unions are required to participate. OBSI aims for a final written recommendation within 120 days of receiving everything it needs.
OBSI — How the Complaint Process Works →What the FCAC actually does
The Financial Consumer Agency of Canada oversees whether banks follow consumer-protection rules — it does not resolve individual disputes. For your own case, the path is your bank, then OBSI.
Where ComplaintCA Fits
ComplaintCA doesn't replace your bank's complaint process or OBSI — it helps you draft a clear, factual written complaint to your bank (the required first step), in one of 7 supported languages, so you have a solid record if you need to escalate.
No need to read this whole guide — Asya can ask a few questions and draft your banking complaint in seconds.
Start with Asya Now →Frequently Asked
Can I go straight to OBSI?
No — you must complain to your bank first and let their process run (up to 56 days) before OBSI can get involved.
What does the FCAC do with my complaint?
It oversees whether banks follow the rules generally — it doesn't resolve individual complaints. That's what OBSI is for.
Does OBSI cost anything?
No — it's free, and banks are required to participate.
How long does OBSI take?
It aims for a final written recommendation within 120 days of receiving all the information it needs.
What is ComplaintCA?
A Canadian civic complaint platform that routes you to the correct authority, with AI-assisted drafting in 7 languages, an MP finder, a lawyer panel, and cyber crime reporting support.
I'm Deaf or hard of hearing — how do I call a phone-only authority?
Use Canada VRS (free sign-language video relay, available 24/7) or dial 711 for a text-based relay operator — both let you place a real phone call to any number listed on this page.
Sources & Verification
This guide is maintained by ComplaintCA and checked against the official sources linked throughout, including:
Learn more about how ComplaintCA verifies information on our About page.