Chinese Français

   
 



  Complaint settlement



Complaint process




Home > Our Organization > Complaint settlement > Complaint process
 


Complaint process
Personal services
First step
Where you do business

Contact a customer service employee or manager at the concerned branch, service or subsidiary, by phone or by mail.
Second step
National Bank Mediation Department

If you are not satisfied with the initial outcome, you can call or write to the National Bank Mediation Department. Please note that for complaints related to insurance, mutual funds or financial planning, you must contact the National Bank Ombudsman directly.
National Bank 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 Ombudsman

We invite you to contact the National Bank Ombudsman, in writing or by phone, at:
Office of the National Bank Ombudsman
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
top
Business services
First step

If you have a general problem or dissatisfaction, you can submit your case directly to your Manager - Commercial Banking.
Second step

If you are dissatisfied with the outcome, you can contact your regional Vice-President - Commercial Banking.

To obtain the contact information for the Commercial Banking Centre in your region, visit the National Bank's website at www.nbc.ca or call 1 877 394-6611
Third step

If you are not satisfied with the way the Vice-President - Commercial Banking for your region handled your case, you can call the National Bank Mediation Department. Please note that for complaints related to insurance, mutual funds or financial planning, you must contact the National Bank Ombudsman directly.
National Bank 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 Ombudsman.

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

Further details, on the complaint process for Commercial services
top
National Bank Life Insurance Company
First step
Contact this service's designated customer service at       1 877 871-7500
Second step
Contact the Office of the National Bank Ombudsman:
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

 Telephone:

(418) 525-0311 (Quebec City)
(514) 395-0311 (Montreal)

 Tool-free:   1-866-526-0311
 E-mail:   renseignements-consommateur@lautorite.qc.ca

          

top
National Bank General Insurance
First step
Contact this service's designated customer service at 514-394-6335
Second step
Contact the Office of the National Bank Ombudsman:
P.O. Box 275
Montreal, Quebec
H2Y 3G7
Telephone: 1 888 300-9004
top
National Bank Insurance Firm
First step
Contact this service's designated customer service at
1 888 871-3608
Second step
the Office of the National Bank Ombudsman:
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

 Telephone:

(418) 525-0311 (Quebec City)
(514) 395-0311 (Montreal)

 Tool-free:   1-866-526-0311
 E-mail:   renseignements-consommateur@lautorite.qc.ca

 

top
National Bank Securities
First step
Contact this service's designated customer service at 1 888 270-3941
Second step
Contact the Office of the National Bank Ombudsman:
P.O. Box 275
Montreal, Quebec
H2Y 3G7
Telephone: 1 888 300-9004
top
National Bank Direct Brokerage
First step
Contact this service's designated customer service at 1 800 363-3511
First step
Contact the Office of the National Bank Ombudsman:
P.O. Box 275
Montreal, Quebec
H2Y 3G7
Telephone: 1 888 300-9004
top
National Bank Financial
First step
Contact this service's designated customer service at 1 800 631-8866
Second step
Contact the Office of the National Bank Ombudsman:
P.O. Box 275
Montreal, Quebec
H2Y 3G7
Telephone: 1 888 300-9004
top
National Bank Trust
First step
Contact this service's designated customer service at 514 463-6643
Second step
Contact the Office of the National Bank Ombudsman:
P.O. Box 275
Montreal, Quebec
H2Y 3G7
Telephone: 1 888 300-9004
top


If you wish to submit comments or make a complaint, please complete form:
Ombudsman Department
Mediation Department