Complaint settlement

We’re here to help

We’re dedicated to providing you with a service that meets your needs. Your satisfaction is our priority.

We understand that your experience may not have lived up to your expectations. This is important to us.

Our commitment is to meet your needs and resolve your dissatisfaction quickly and thoroughly. That's why we offer a three-step approach. You will know exactly what to expect throughout the process.

Our objective is to give you true peace of mind while we find a solution.

Together, let's find the solution that best meets all your needs.

Image of a question mark inside a circle
Image of a question mark inside a circle
Image of a question mark inside a circle
Image of a question mark inside a circle
Image of a question mark inside a circle

Have questions? We’re here. 

Get answers to your questions about our products and services by visiting our help centre. 

One step at a time

Learn more about our three-step process for reporting any dissatisfaction you may have experienced. If you wish to make a complaint regarding your investments and you reside outside of Quebec, find out about the process to follow for handling your request on our dedicated page.

For further information regarding complaints about our banking products and services, see our complaints settlement document.

For further information regarding complaints about our products and services offered by National Bank Savings and Investments TM for residents of Quebec, see our complaints settlement document.

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Submit my complaint to the department concerned

We can often resolve most dissatisfactions directly at the source. First, contact the appropriate department immediately. The person responsible for handling your complaint will contact you shortly. A solution will be proposed to you within a maximum of 14 days. You will be able to communicate with this person throughout the process. If necessary, they can also assist you with the formulation of your complaint. Please note that if processing takes longer than 14 days and the complaint is escalated to the Customer Complaint Review Office (CCRO), it will be handled by another member of the office.

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Request a review of my complaint

Have you been unable to reach an agreement with the department concerned? Check that you’ve submitted an eligible complaint. You can request a review of your complaint by the National Bank Client Complaint Appeal Office.

Your request will be reviewed in an impartial, objective, and fair manner. A decision will be made within 56 days from the time we receive your complaint (first step).  

Has the relevant team not been able to process your complaint within 14 days? Your complaint will automatically be handled by our Client Complaint Appeal Office without any action required on your part. 

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Contact an external agency that handles complaints

Are you unhappy with the conclusion reached by the Client Complaint Appeal Office? A conclusion hasn’t been reached within 56 days? You can refer your case to an external agency.

We’re at your disposal

Upon receipt of your complaint, regardless of the channel you used to contact us, we will send you an acknowledgment of receipt confirming the date we began examining your complaint.

At your request, the Client Complaint Appeal Office will provide complete, up-to-date information about your complaint. You will be contacted once a decision has been made.  

The Office will communicate its decision in writing within 56 days of the receipt of your original complaint (first step). 

Make a complaint or request a review

Regardless of the department concerned, you can contact us about your dissatisfaction.

A few examples of disputes

Here are a few examples of unpleasant situations, inspired by real cases, that may occur as part of a business relationship with a financial institution, and some tips to prevent them from occurring.

Little details that matter