Complaint Settlement

Who is the National Bank Ombudsman for clients?

Mr. Louis-Philippe Roux is the National Bank Ombudsman for Clients and is also responsible for customer experience. A marketing graduate from Université Laval, he is known for his excellent analytical skills, logical thinking and client-centric approach. Over the course of his career, he has held numerous important marketing roles at large corporations in various sectors. Mr. Roux is committed to resolving issues referred to him in an efficient, fair and impartial manner.


Role of the National Bank Ombudsman for clients

Operating at a senior level within the Bank, the Ombudsman is assisted by specialists in every sector in order to find solutions. The Ombudsman acts impartially and independently in responding to complaints from clients. A fair and balanced approach is guaranteed. As an influential officer within the National Bank, the Ombudsman also makes recommendations for specific changes that would enable the Bank to meet the needs of its clients and the general public more effectively.


Electronic Ombudsman Department Complaint Form

If you wish to submit comments or make a complaint, please complete the Message to the Ombudsman Department form. Please note that you will have to identify yourself.

Charter of the Office of the National Bank Ombudsman for Clients

Before submitting your complaint, ensure that you are familiar with, and fully understand, the Ombudsman’s role, mandate and mission as well as its commitments and your own, by reading the Charter of the Office of the National Bank Ombudsman for Clients



Each year, the Office of the Ombudsman for Clients reports on the number of complaints processed in the past fiscal year.


In 2014, the Office of the Ombudsman for Clients processed 566 complaints.

Almost 80% of complaints have been processed within 90 days. The average delay in processing a complaint was 71 days.

The Office of the Ombudsman for Clients communicates its conclusion in writing to the client. In 147 cases handled, the explanations provided to the client or a settlement agreement between the client and the Bank have allowed to end the dispute to his/her satisfaction.

Banking 543
Investment 19
Insurance 4
Total 566




Our Commitment: Customer Service

National Bank is committed to offering outstanding service to its retail and business-banking clients. Your needs and your relationship with us are very important to us. Your satisfaction is our goal.

If you have a comment, concern or complaint, please do not hesitate to submit it to us. We understand that you may occasionally have difficulties in your relationship with the National Bank and we encourage you to tell us about them. By doing so, you can help us to improve the quality of our service and ensure that we maintain our standard of service at all times.