Complaint process - National Bank of Canada

Complaint Process

Personal Services
Business Services
National Bank Life Insurance Company
National Bank General Insurance
National Bank Insurance Firm
National Bank Securities
National Bank Direct Brokerage
National Bank Financial
National Bank Trust

Personal Services

	First step At the place you do business with the Bank Contact a customer service employee or manager at the relevant branch, department or subsidiary by phone or by mail.

	Second step National Bank Financial Group Mediation Department If you are not satisfied with the initial outcome, you can call or write to the National Bank Financial Group Mediation Department. Please note that for complaints related to insurance, mutual funds and financial planning, you must directly contact the National Bank Financial Group Ombudsman. National Bank Financial Group Mediation Department P.O. Box 93 Station Place d'Armes Montreal, Quebec H2Y 3E9 Telephone: 1-888-955-6655 Fax: 1-877-866-1407 or 514-866-1407 A National Bank representative will call you back as soon as possible to discuss the situation.

	Third step Office of the National Bank Financial Group Ombudsman for clients We invite you to contact the National Bank Financial Group Ombudsman for clients, in writing or by phone, at the following address: Office of the National Bank Financial Group Ombudsman for clients P.O. Box 275 Montreal, Quebec H2Y 3G7 Telephone: 1 888 300-9004 Fax: 1 888 866-3399 or 514 866-3399 Further details, on the complaint process for Personal Banking

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Business Services

	First step For general problems/dissatisfaction, submit your case directly to your Manager - Commercial Banking.

	Second step If you are dissatisfied with the outcome, contact your regional Vice-President - Commercial Banking. To obtain the contact information for the Commercial Banking Centre in your region, visit National Bank's Web site at www.nbc.ca or call 1 877 394-6611

	Third step If you're not satisfied with the way the Vice-President - Commercial Banking for your region has handled your case, you can call the National Bank Financial Group Mediation Department. Please note that for complaints related to insurance, mutual funds or financial planning, you must directly contact the National Bank Financial Group Ombudsman for clients. National Bank Financial Group Mediation Department P.O. Box 93 Station Place d'Armes Montreal, QC H2Y 3E9 Telephone: 1 888 955-6655 Fax: 1 877 866-1407 or 514 866-1407 A National Bank representative will call you back as soon as possible to discuss the situation.

	Fourth step If, following the previous step, the situation is still not resolved to your satisfaction, you can contact the National Bank Financial Group Ombudsman for clients. The Ombudsman is a neutral and independent third party who is in close contact with various specialists and is sensitive to your needs. Office of the National Bank Financial Group Ombudsman for clients P.O. Box 275 Montreal, Quebec H2Y 3G7 Telephone: 1 888 300-9004 Further details on the complaint process for Commercial services

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National Bank Life Insurance Company

First step
Contact this customer service at 1 877 871-7500

Second step
Contact the Office of the National Bank Financial Group Ombudsman for clients:

P.O. Box 275
Montreal, Quebec
H2Y 3G7
Telephone: 1 888 300-9004

Notice to Complainants in Quebec

In the province of Quebec, the regulatory body for financial institutions is the Autorité des marchés financiers. If you are dissatisfied with the process used to examine your complaint or with the results of the examination, you may request that your file be transferred to the Autorité.

Autorité des marchés financiers

Telephone:	(418) 525-0337 (Quebec City) (514) 395-0337 (Montreal)
Tool-free:	1-866-526-0337
E-mail:	renseignements-consommateur@lautorite.qc.ca

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National Bank General Insurance

First step
Contact customer service at 514-394-6335

Second step
Contact the Office of the National Bank Financial Group Ombudsman for clients:

P.O. Box 275
Montreal, Quebec
H2Y 3G7
Telephone: 1 888 300-9004

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National Bank Insurance Firm

First step
Contact customer service at
1 888 871-3608

Second step
the Office of the National Bank Financial Group Ombudsman for clients:

C.P. 275
P.O. Box 275
Montreal, Quebec
H2Y 3G7
Telephone: 1 888 300-9004

Notice to Complainants in Quebec

In the province of Quebec, the regulatory body for financial institutions is the Autorité des marchés financiers. If you are dissatisfied with the process used to examine your complaint or the results of the examination, you may request that your file be transferred to the Autorité.

Autorité des marchés financiers