PC Bank is committed to resolving customer complaints fairly and in a timely manner. We value customer feedback and encourage you to contact us with your complaints to give us an opportunity to resolve your concerns. Please follow these steps if you have a complaint.
Step One:
Please contact our call centre at1 866-246-PCMC (7262) (opens in a new window)External linkand one of our Customer Service Representatives will assist you with your concerns.
Step Two:
If your concern is not resolved to your satisfaction, then you may escalate to President's Choice Bank Executive Customer Care. There are two methods which may be used to contact Executive Customer Care:
Phone:1 866 822 8775 (opens in a new window)External link
Email:customercare@pcbank.ca (opens in a new window)External link
Step Three:
If you feel that President's Choice Bank Executive Customer Care has not addressed your concern to your satisfaction, you may then contact the President's Choice Bank Ombudsman directly by email atombudsman@pcbank.ca (opens in a new window)External link, or by mail at President's Choice Bank Ombudsman, 25 York Street, P.O. Box 201, 7th floor, Toronto, ON, M5J 2V5.
Please note that the Ombudsman will only be able to accept your request for an independent review if you have completed steps 1 and 2 and your case has already been addressed by President's Choice Bank Executive Customer Care and you are not satisfied with the outcome. Otherwise, your case will be referred back to President's Choice Bank Executive Customer Care for appropriate review prior to the Ombudsman's involvement.
If you cannot accept the decision of the President's Choice Bank Ombudsman, you can contact the Ombudsman for Banking Services and Investments (OBSI), who is independent from President's Choice Bank and whose purpose is to review your complaint. You can contact OBSI by phone at1 888 451 4519 (opens in a new window)External link, by fax at 1 888 422 2865, by email atombudsman@obsi.ca (opens in a new window)External link, or by mail at Ombudsman for Banking Services and Investments, 401 Bay Street, Suite 1505, P.O. Box 5, Toronto, ON M5H 2Y4 or visit OBSI's website at:www.obsi.ca. (opens in a new window)
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions, such as President's Choice Bank. If you have a complaint regarding a potential violation of federal consumer protection laws, you can contact the FCAC in writing at: Financial Consumer Agency of Canada, 427 Laurier Avenue West, 6th Floor, Ottawa ON K1R 1B9 or through the website atwww.fcac-acfc.gc.ca (opens in a new window). The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints.
PC Bank's Annual Ombudsman's report can be foundhere (opens in a new window).
