Complaint Process

Personal Services

1. 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.  

2. 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.

3. 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

1. First step

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

2. 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

3. 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.

4. 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 (NBLI)

1. First step

Contact this customer service at
1-877 871-7500

OR in writing
1100 University, 5th floor,
Montreal (Quebec) H3B 2G7

2. Second step

National Bank Ombudsman for clients:

P.O. Box 275
Montreal, Quebec, H2Y 3G7
Telephone : 1 888 300-9004
Fax : 1 888 866-3399 ou
514 866-3399

Other options

Ombudservice for Life and Health Insurance
(OLHI)
www.olhi.ca

1 866 582-2088 (Within Quebec)
1 888-295-8112 (Canada wide)

Autorité des marchés financiers
(AMF)
www.lautorite.qc.ca

418 525-0337 (Quebec)
514 395-0337 (Montreal)
1 877 525-0337 (Toll free)

Information@lautorite.qc.ca (e-mail)

Notice to Complainants residing 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.

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National Bank General Insurance (NBGI)

1. First step

Please contact customer service at 514 871-7500 ou 1-877 871-7500

2. Second step

National Bank Financial Group Ombudsman for clients :

P.O. Box 275
Montreal, Quebec, H2Y 3G7
Phone : 1 888 300-9004
Fax : 1 888 866-3399 or 514 866-3399

Notice to Complainants residing 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:

1-877-525-0337

E-mail:

information@lautorite.qc.ca

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National Bank Insurance Firm (NBIF)

1. First step

Please contact customer service at 1-888-871-3608

2. Second step

National Bank Financial Group Ombudsman for clients :

P.O. Box 275
Montreal, Quebec, H2Y 3G7
Phone : 1 888 300-9004
Fax : 1 888 866-3399 or 514 866-3399

Notice to Complainants residing 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:

1-877-525-0337

E-mail:

information@lautorite.qc.ca

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National Bank Investments

1. First step

Please contact customer service at 1 888 270-3941

2. 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 Direct Brokerage

1. First step

Please contact customer service at 1 800 363-3511

2. 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 Financial

1. First step

Please contact customer service at 1-800-361-8838

2. 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 Trust

1. First step

 Contact customer service at 514 463-6643

2. 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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