General information

 

Deposit account statements will be sent to the primary account holder. Note that joint accounts at National Bank have only one primary holder. Following the migration, you may communicate with us to change the account holder who receives statements.

 

Cheque copies will not be mailed with your account statement, but issued cheques will be viewable on National Bank online banking.

 

If you currently have the “Super Statement” service, which allows you to view all the information related to the products you hold at Laurentian Bank in one document, please note that this service will not be offered at National Bank following the migration.

 

If you have consented to electronic communications with Laurentian Bank, your consent will continue to apply following the migration of your products and services to National Bank. The information systems through which documents will be sent to you electronically are being modified to include our online banking, any other National Bank digital platform, or email.

 

If you have not yet consented to electronic communications, you can do so by enrolling in National Bank’s online banking after the migration. Simply sign in and opt for electronic statements in your preferences.

 

As part of the acquisition of Laurentian Bank’s portfolios by National Bank and, where applicable, its subsidiaries, your personal information is now held by National Bank. National Bank is committed to protecting your personal information and privacy and, where applicable, may promote products and services tailored to your needs. For more information, including how to manage your preferences, please refer to National Bank’s Privacy Policy, available at nbc.ca/confidentiality.

 

You are responsible for providing us with your complete and accurate contact information, including your email address.

 

You must keep your contact information up to date in order to receive all communications related to your bank account. You must promptly update your contact information when we ask you to do so (for example, by means of a banner displayed in our online banking services).

 

In accordance with the requirements of the Common Reporting Standard (CRS) and the Foreign Account Tax Compliance Act (FATCA), National Bank is required to collect and validate its clients’ tax information. We will contact you to update your tax residency information, as well as some basic client profile information.

 

However, please note that no National Bank or Laurentian Bank staff member will contact you or approach you in person to ask for your personal banking information (verification code, PIN, password).

 

During your migration period, your tax slips will be issued in two parts. For 2026, you will receive tax slips from Laurentian Bank covering the pre-migration period and a second tax slip from National Bank covering the post-migration period. If the amount of interest paid at National Bank is less than $50.00, no tax slip will be issued.

 

In subsequent years, National Bank will issue tax slips.

 

National Bank and its subsidiaries will migrate information in accordance with the wishes of clients or their designated agents. Accordingly, National Bank and its subsidiaries may contact you or your legal representative to obtain the necessary information.

 

If you have authorized an individual with power of attorney for your Laurentian Bank deposit accounts, a debit card will also be sent to your attorney at their address on file, which will allow them to conduct transactions on your behalf.

 

Should you wish to share additional information after migration, please refer to Section 1.16. Contact Us.

 

National Bank is a member of the Canada Deposit Insurance Corporation (CDIC), a federal Crown corporation that protects eligible deposits of up to $100,000 at CDIC member institutions. This is a free and automatic service, to which clients do not need to subscribe.

 

Applicable coverage may not exceed $100,000 per depositor and per category of eligible deposits at the same financial institution, regardless of the currency.

 

If you hold eligible deposits at Laurentian Bank and at National Bank at the time of migration, they will be insured separately up to $100,000 per depositor and per category, as if the migration had not taken place. The amount of separate coverage for those deposits will apply for a period of two years from the date of the migration less withdrawals from those deposits or until term deposits mature or are redeemed.

 

As such, eligible deposits at Laurentian Bank before the migration continue to be protected separately, up to $100,000 per category for a period of two years post-migration, or in the case of term deposits, until maturity or redemption. However, the amount of separate coverage is reduced by any withdrawals made from those separate deposits, or as term deposits mature or are redeemed.

 

National Bank Trust Inc. (National Bank Trust) is a deposit-taking institution authorized by the Autorité des marchés financiers (AMF) of Quebec, a provincial Crown corporation that protects eligible deposits and offers deposit protection similar to that of the CDIC. Some of your investment products held with National Bank Trust may be protected by the AMF. Restrictions may apply to residents of Ontario and Newfoundland.

 

For more details on CDIC coverage following the acquisition, visit nbc.ca/cdic. For more information on deposit insurance, visit nbc.ca/cdic, the CDIC’s website at cdic.ca or the AMF’s website at https://lautorite.qc.ca/en/general-public/compensation-and-deposit-protection.

 

All of our regulatory brochures applicable to your products can be found at nbc.ca/lbc-legal.

 

National Bank online banking has numerous features, including sending money by Interac e-Transfer, downloading void cheques and making international transfers.

 

Please note that National Bank does not offer automated telephone banking services. However, there are several options, such as National Bank online banking, in-branch services and the support provided by the Client Experience Centre (CEC).

 

The National Bank app offers a comprehensive range of features designed to enhance your banking experience. For instance, you can manage your National Bank accounts and view balances from anywhere.

 

The app enables transfers between accounts and supports electronic bill payments and cheque deposits.

 

Upon migration, you will have access to the full National Bank network and will only be able to do your in-person banking activities at a National Bank branch. Use our branch locator at locator.nbc.ca or sign up for our online banking solutions to manage your National Bank accounts and services more easily.

 

You can change or turn off these limits at any time in National Bank’s online banking, under MY CARDS – DEBIT CARD – MANAGE.

 

For Interac debit contactless payments, the maximum limit is $250 per transaction, with a daily cumulative contactless transaction limit of $500. Once this limit is reached, you will need to make a payment by entering your PIN to reset the contactless payment limit.

 

For more information on debit card limit management, go to nbc.ca/debit-card.

 

Complaint settlement

 

Are you dissatisfied with any of our products or services?

 

Here is how to contact us:

 

Step 1

 

The location where you do business

 

In most cases, your complaint can be resolved quickly by contacting the person responsible for customer service where you do business, either at the branch, by telephone or in writing.

 

If your complaint is related to your corporate account, please contact your dedicated Relationship Manager. If you do not have a dedicated Relationship Manager, our Business Central team will be pleased to assist you.

 

What you can expect

 

Upon receiving your complaint, regardless of the contact method you chose, we will send you an acknowledgment of receipt that will confirm the start date of your complaint.

 

We are committed to providing you with complete and up-to-date information on your complaint upon request. We will notify you once your complaint has been reviewed.

 

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Step 2

 

Client Complaint Appeal Office

 

If the person or department you submitted a complaint to is unable to process it within 14 calendar days, your complaint will automatically be handled by our Client Complaint Appeal Office, without any action required on your part.

 

If you received a response within the prescribed time period but your complaint was not resolved to your satisfaction, please contact the Client Complaint Appeal Office by phone or in writing.

 

Phone: 514-394-8655 or 1-888-300-9004

 

Website: nbc.ca

 

Email: complaintappeal@nbc.ca

 

The Client Complaint Appeal Office is committed to providing you with complete and up-to-date information on your complaint upon request. In addition, it undertakes to inform you in writing of its decision within 56 calendar days of receipt of your complaint in the first step.

 

1. This document and the method described in it apply only to banking products and services offered by National Bank. To find out which products and services are covered by this complaint handling method, please visit nbc.ca, and click “Complaint settlement” at the bottom of the page, or call 1-888-835-6281 (if you are a Personal Banking client) or 1-866-444-1379 (if you are an Advisor Banking Services client).

 

2. Calendar day: A calendar day means any day in the calendar year, including statutory holidays, from January 1 to December 31.

 

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Other recourses

 

Financial Consumer Agency of Canada (FCAC)

 

The Financial Consumer Agency of Canada monitors all federally regulated financial institutions, including banks (financial institutions) to ensure that they comply with federal consumer protection legislation.

 

Financial institutions are required by law to have a complaints process in place.

 

If you are having a problem with a financial product or service, you can file a complaint directly with the financial institution responsible.

 

If you are not satisfied with how your complaint was handled or if the 56-day period since you filed your complaint has elapsed, you may refer the complaint to the following external complaint body:

 

Ombudsman for Banking Services and Investments (OBSI)

 

20 Queen Street West, Suite 2400, P.O. Box 8

Toronto, Ontario M5H 3R3

 

Toll-free telephone: 1-888-451-4519

 

TTY phone: 1-844-358-3442

 

Toll-free fax: 1-888-422-2865

 

Email: ombudsman@obsi.ca

 

Website: obsi.ca

 

If you want to know your rights or if you need information on how a financial institution handles complaints, you can contact the FCAC via the online form, by mail or by phone. The FCAC uses information from consumer inquiries to fulfill its mandate.

 

Website: www.canada.ca/en/financial-consumer-agency

 

Online form: www.canada.ca/en/financial-consumer-agency/corporate/contact-us

 

Phone:

 

For service in French: 1-866-461-ACFC (2232)

 

For service in English: 1-866-461-FCAC (3222)

 

For calls from outside Canada: +1 613-960-4666

 

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

 

Any complaint filed with Laurentian Bank will be addressed and resolved by it. National Bank’s complaint handling process will be available after your transition date.

 

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. For more information, visit https://srvcanadavrs.ca/.

 

Mailing address:

 

Financial Consumer Agency of Canada

427 Laurier Avenue West, 5th Floor

Ottawa, Ontario K1R 7Y2

 

For more information on how complaints are handled at National Bank, visit nbc.ca in the “Complaint settlement” section at the bottom of the page.

 

514-394-4494 (Montreal area)

1-844-394-4494 (toll-free)

1-866-444-1379 (Advisor Banking Services)

 

For a complaint about your insurance coverage, please refer to the information contained in your National Bank Life Insurance Company certificate.

 

Your transition experience is important to us. We are here to support you throughout the process. For more information, you can:

• go to nbc.ca/lbc-personal for the most up-to-date migration information and refer to the frequently asked questions (FAQ);
• contact your local banking centre;
• after the migration, call the National Bank Client Experience Centre (CEC) at 1-888-835-6281 (toll-free) for assistance.