We Can Help - Resolving Customer Complaints

Where to turn when a problem occurs
You come first in everything we do. If you have a complaint, we encourage you to let us know and give us the opportunity to resolve your concerns. We promise to address your complaint quickly, efficiently and professionally, as retaining your confidence and trust is of utmost importance.

This brochure outlines BMO Financial Group’s Complaint Resolution Process for customers in Canada. It’s designed to put you in touch with the people who can help, beginning with Step 1.

1 - Talk to Us

Talk to a representative at the branch or office where your complaint originated, or where you normally conduct your business. If your concerns are not resolved, please involve the Manager/Supervisor. Alternatively, contact:

2 - Escalate to a Senior Officer

If your complaint is unresolved after following Step 1, you may escalate to the appropriate business group Senior Officer, listed below:

BMO Financial Group Privacy Office
If your complaint is regarding the privacy of your personal information and remains unresolved following Steps 1 and 2, you may contact the Privacy Office at:

BMO Financial Group
Chief Privacy Officer
1 First Canadian Place, 55th floor
Toronto, ON M5X 1H3

If you are still not satisfied, you can contact:
The Office of the Privacy Commissioner of Canada
112 Kent Street
Ottawa, ON K1A 1H3
Call: 1-800-282-1376
Visit: privcom.gc.ca

3 - Escalate to BMO’s Ombudsman

If your complaint is unresolved after following Steps 1 and 2, you may escalate to BMO Financial Group’s Ombudsman. The Ombudsman’s mandate is to maintain independence while reviewing your complaint. The Ombudsman will conduct a review of your complaint based on fairness, integrity and respect and make a non-binding recommendation in a timely manner.

The Ombudsman does not investigate:

• Credit granting policies or risk management decisions of the Bank
• Levels of interest rates, service charges or fees that apply to all customers
• Matters that are already before a court

4 - Contact the Ombudsman for Banking Services and Investments (OBSI)

OBSI is an independent service for resolving banking services and investment disputes. It is your right to bring your case to OBSI for an impartial, informal and confidential review. OBSI is not a regulator, and does not advocate for consumers or the industry. Services are free to consumers.

If your complaint has been reviewed by BMO's Ombudsman and you are not satisfied with the recommendation on your complaint, you have 180 days after receiving this recommendation to contact OBSI for a further review of your complaint.

Ombudsman for Banking Services and Investments
401 Bay Street,
Suite 1505, P.O. Box 5
Toronto, ON M5H 2Y4
Call: 1 888 451-4519
Fax: 1 888 422-2865
Email: ombudsman@obsi.ca
www.obsi.ca

Voluntary Commitments and Codes of Conduct

BMO Financial Group has participated in the development of and is committed to the following Voluntary Commitments and Codes of Conduct, designed to protect consumers.

• Canadian Code of Practice for Consumer Debit Card Services
• Online Payments
• Guidelines for Transfers of Registered Plans
• CBA Code of Conduct for Authorized Insurance Activities
• Principles of Consumer Protection for Electronic Commerce: A Canadian Framework
• Model Code of Conduct for Bank Relations with Small and Medium Sized Businesses
• Plain Language Mortgage Documents
• Undertaking on Unsolicited Services
• Low Cost Accounts
• MasterCard – Zero Liability
• Undertaking on Right of Rescission of Principal Protected Notes
• Reduced Cheque Hold Periods

Alternative Options

Regulators and Provincial Securities Commissions

Financial Consumer Agency of Canada (FCAC)

FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws and voluntary commitments and codes of conduct. For example, financial institutions are required to provide consumers with information about complaint1 handling procedures, fees, interest rates and branch closures.

If you have a complaint about a potential violation of a consumer protection law or a voluntary commitment or code of conduct relating to bank account, credit and insurance products, you may contact the FCAC at:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Call (English): 1 866 461-3222
Call (French): 1 866 461-2232 (French)
Fax: 1 866 814-2224
Visit: fcac-acfc.gc.ca

Note: The FCAC does not provide redress or compensation and cannot get involved in individual disputes.

For a complete listing of federal consumer protection laws, voluntary commitments and codes of conduct, you may visit the FCAC website at fcac-acfc.gc.ca

Investment Industry Regulatory Organization of Canada (IIROC)

In Canada, regulation of the securities industry is carried out by provincial securities commissions and self-regulatory organizations (SROs), which includes IIROC. IIROC monitors client complaints and disciplinary matters to proactively identify emerging regulatory issues at Member firms. IIROC requires its Members to report client complaints and disciplinary matters, including internal investigations, denial of registration, disciplinary actions, settlements, and civil, criminal or regulatory action against the firm or its registered employees.

Call: 1-877-442-4322 (Toll-free complaints line for inquiries and to have a Customer Complaint Form mailed to you)

Or

Visit: www.ida.ca - go to the section on Filing a Complaint, print a Customer Complaint Form and mail or fax it to:

Atlantic Provinces and Ontario:
Investment Industry Regulatory Organization of Canada
121 King Street West, Suite 1600
Toronto, Ontario M5H 3T9
Fax: (416) 364-2998

Quebec:
Investment Industry Regulatory Organization of Canada
Suite 2802, 1, Place Ville Marie
Montréal, Quebec H3B 4R4
Fax: (514) 878-3860

BC, Yukon, Prairies, NWT and Nunavut:
Investment Industry Regulatory Organization of Canada
Suite 2300, 355 Fourth Avenue S.W.
Calgary, Alberta T2P 0J1
Fax: (403) 234-0861

Mutual Fund Dealers Association of Canada (MFDA)

The Mutual Fund Dealers Association of Canada (MFDA) is the national self-regulatory organization (SRO) for the distribution side of the Canadian mutual fund industry. The MFDA is structured as a not-for-profit corporation and its Members are mutual fund dealers that are licensed with provincial securities commissions.

Mutual Fund Dealers Association of Canada
121 King Street West, Suite 1000
Toronto, ON M5H 3T9
Call: 416 361-6332
Toll Free: 1 888 466-6332 (Option #2)
Fax: 416 361-9073
Email: complaints@mfda.ca
Visit: www.mfda.ca

Autorité des marchés financiers (AMF)

As the regulatory body for Quebec’s financial sector, the Autorité des marchés financiers protects consumers and enforces Quebec’s financial legislation and regulations. Autorité des marchés financiers offers guidance to consumers in preparing formal complaints regarding investments and BMO Life insurance products.

Autorité des marchés financiers
800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal (Québec) H4Z 1G3
Phone: (514) 395-0337
Toll-free: 1 877 525-0337
Fax: (514) 873-3090
Visit: www.lautorite.qc.ca/index.fr.html

Our Commitment to You

BMO Financial Group appreciates and values the opportunity to meet your financial objectives today, and into the future. We are committed to a strong customer focus: to service, to excellence, and to being responsive to your goals. This demands that we listen to you, constantly seek ways to enhance your experience with us and continuously earn the right to be your financial services provider.

1. In addition to other disclosure as required or permitted by law, the Office of the Ombudsman and BMO Financial Group may be required to disclose some of your information to the FCAC in accordance with their mandate to ensure that the Bank has complied with federal consumer protection laws.

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®† Nesbitt Burns is a registered trade-mark of BMO Nesbitt Burns Corporation Limited, used under licence.
™ Trade-mark of Bank of Montreal, used under licence.