National Bank | Complaint settlement
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Complaint settlement

We’re at your disposal

Not satisfied with the service you received? 

You’re in the right place

We invite you to follow our step-by-step process.

We’ll ensure that your complaint is handled quickly and thoroughly.

Have you already submitted a complaint?

If you're not satisfied, the first step is to discuss it with your branch, or the department concerned.

If you've already submitted a complaint and remain dissatisfied with the outcome, you can request a review by the Client Complaint Appeal Office.

Select the option that best suits your situation : 

Step 1: Submitting my complaint

When you're not satisfied with the service, contact the appropriate department immediately. Your complaint may be resolved quickly and easily.

Select the product concerned

We can guide you to the right place for a quick response. Select the service that is causing your dissatisfaction.

 

Banking products and services

For complaints related to your bank accounts, the services received, your online bank or National Bank app.

Credit cards

For complaints related to your credit card.

Financing products

For complaints related to your loans, lines of credit or mortgages.

Savings and investments

For complaints related to your savings products or investments (GICs, mutual funds, etc.), including those held with National Bank Direct Brokerage, National Bank Financial and National Bank Trust.

Insurance

For complaints related to your insurance products.

 

 

Step 1: Submitting my complaint – Banking products and services

Here are the steps to follow to contact us regarding a complaint related to your bank accounts, including your package or fees charged to your account, the services received, online bank or National Bank app.

Option 1 - I have a complaint about my bank account

Your branch is the best point of contact for assistance with your bank account. We invite you to contact your branch's customer service manager to find a solution.

Not a client of a branch? Contact us by phone or email at the contact information listed under "Option 2 - I have a complaint about the online bank or the National Bank app".

Find my branch's contact information
Use our locator to find the contact information for your branch.


Option 2 –  I have a complaint about the online bank or National Bank app

You can contact us by phone or email. We will direct you to the right person to handle your complaint.

Personal banking services

Monday to Friday : 7 a.m. to 10 p.m. (ET)
Saturday to Sunday : 8 a.m. to 8 p.m. (ET)
 

Business banking services

Monday to Friday: 7 a.m. to 8 p.m. (ET)
If you have a dedicated account manager, contact them directly. Otherwise :



Step 1: Submitting my complaint – Credit cards

This is how you can contact us if you have a complaint about your credit card

Personal credit cards

24 hours a day, 7 days a week


Business credit cards

Monday to Friday: 7 a.m. to 8 p.m. (ET)
If you have a dedicated account manager, contact them directly. Otherwise :

Step 1: Submitting my complaint – Financing products

Here are the steps to follow to contact us regarding a complaint related to your loans, lines of credit or mortgages.

Option 1 – Communicate with my branch

This is the best point of contact for assistance. We invite you to contact your branch manager to find a solution.

Find my branch's contact information
Use our locator to find the contact information for your branch.

Option 2 – I’m not a client of a branch

No problem. You can contact us by phone or email. We will direct you to the right person to handle your complaint.

Personal banking services

Monday to Friday : 8 a.m. to 9 p.m. (ET)
Saturday to Sunday : 9 a.m. to 5 p.m. (ET)
 

Business banking services

Monday to Friday : 7 a.m. to 8 p.m. (ET)
If you have a dedicated account manager, contact them directly. Otherwise :



Step 1: Submitting my complaint – Savings and investments 

For complaints related to your savings products or investments (GICs, mutual funds, etc.), including those held with National Bank Direct Brokerage, National Bank Financial and National Bank Trust.  

Investments made with your branch

For investments made directly with your branch.

Find my branch's contact information
Use our locator to find the contact information for your branch.


National Bank Investments - Investment Banking Product

Monday to Thursday : 8 a.m. to 6 p.m. (ET) 
Friday : 8 a.m. to 5 p.m. (ET)


National Bank Direct Brokerage

Monday to Friday : 9 a.m. to 6 p.m. (ET)


National Bank Financial - Wealth Management

Monday to Friday : 8:30 a.m. to 4:30 p.m. (ET)

Montreal office


Toronto office


National Bank Trust

Monday to Friday : 8:30 a.m. to 4:30 p.m. (ET)



Step 1: Submitting my complaint – Insurance

If you're not satisfied with your insurance products, visit the National Bank Insurance web page to learn how you can submit a complaint.

National Bank Insurance

 

 

Step 2 : Request a review of my complaint

Did you already submit a complaint, but it was not resolved to your satisfaction? You can request a review of your complaint by the Client Complaint Appeal Office.

To request a review of your complaint, complete the form below. Alternatively, you may call the Client Complaint Appeal Office at 1-888-300-9004.

Although your request cannot be made anonymously, we assure you that it will be treated confidentially.

Identification

Current address

Step 2 : Request a review of my complaint

Details of your request

To facilitate the processing of your complaint, be sure to provide as many details as possible, including:

  • A description of the events

  • The problem you encountered 

  • The chronology of events (dates and timeline, if possible)

  • The name of the department or branch and the employees you dealt with

Please do not enter any personal information (e.g.: account number, Social Insurance Number, etc.).

 Do not include confidential information (e.g: accunt number) Maximum 5,000 characters.

 Do not include confidential information (e.g.: account number). If your expecations are monetary, please calculate and provide the value of your claim. Maximum 5,000 characters.

Step 2 : Ask for a review of my complaint

Summary

Before submitting your application, please confirm that all the information entered is accurate.

You can  return to the previous screen to make a change.

Make sure that the information entered is accurate

Identification

First name: ${clientFirstName}

Last name: ${clientLastName}

Email: ${clientEmailAdress}

Phone: ${clientPhone}

Other phone: ${clientPhoneOther}

Address

Street name and number: ${clientStreetName}

Apartment: ${clientAptNo}

City: ${clientCityName}

Province: ${clientProvince}

Postal Code: ${clientPostalCode}

Your context

Sector concerned: ${sectorList}

What happened?: ${messageTextBox}

What are your expectations of the situation?: ${messageTextBoxOptional}

Consent

Before submitting your complaint, please read and accept the following terms and conditions.

By contacting the Client Complaint Appeal Office, I consent to the opening of my file upon receipt. I understand that my cooperation is essential to the review of my complaint. By submitting my complaint, I agree to:

  • Provide any information and documentation relevant to the analysis of my complaint that may be requested.
  • Have an open and honest dialogue in good faith.
  • Maintain a polite, respectful and courteous attitude.
  • Keep confidential all discussions and information exchanged between me, the Client Complaint Appeal Office and National Bank while my complaint is being processed and after I am informed in writing of its conclusion.
  • Receive correspondence about my complaint through the email address I provide on this form.

I understand that, at any time, the Client Complaint Appeal Office:

  • May interrupt its analysis or decide to close my file without conclusion, if it deems that a lack of cooperation or the use of offensive, violent or discriminatory language or behaviour is detrimental to the process underway or to the reputation, integrity or safety of its employees.
  • Will cease all correspondence by email regarding my complaint if I request it in writing and therefore, if required, I will have to go to the branch of my choice to retrieve my documents.
  • Will retain all documents relating to my complaint for the period prescribed by the oversight body responsible for the complaint handling process.

Confirmation

${clientFirstName}, your message was sent.

Thank you for you trust

A confirmation email will be sent to : ${clientEmailAddress}

Next step

A team member will contact you within 2 business days to discuss your situation..

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