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
- 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
- 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.