Complaint Settlement

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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 and 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 business 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.

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Role of the National Bank Ombudsman for clients

Operating at a senior level within National 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. The Ombudsman also recommends specific changes that would enable the Bank to better meet the needs of its clients and the general public.

Geneviève Trottier has been working with the Office of the Ombudsman for Clients since 2013 and has held the Ombudsman for Clients position since 2017. She has been with National Bank since 1994, and has held various corporate functions supporting regional and national activities for Personal and Commercial Banking services. For nearly a decade, she has also been responsible for National Bank's social involvement and for managing relationships with the communities it serves.

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Electronic Office of the Ombudsman for Clients Complaint Form

If you wish to submit comments or make a complaint, please complete the Message to the Office of the Ombudsman for Clients 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

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Highlights

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

2016

In 2016, the Office of the Ombudsman for Clients processed 390 complaints:

  • 91% of complaints have been processed within 90 days.
  • The average delay in processing a complaint was 62 days.
  • In 125 cases, 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.

2015

In 2015, the Office of the Ombudsman for Clients processed 344 complaints:

  • 98% of complaints have been processed within 90 days.
  • The average delay in processing a complaint was 47 days.
  • In 107 cases, 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.

2014

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.
  • 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.

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