We Can Help - Resolving Customer Complaints

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.

Where to turn when a problem occurs

The following information 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.

Step 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 appropriate Manager/Supervisor. Alternatively, contact:

Step 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:

Step 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 will conduct a review of your complaint based on fairness, integrity and respect and make a non-binding recommendation in a timely manner.

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

Following Step 3, you may contact the Ombudsman for Banking Services & Investments within 6 months for a further review of your complaint.

OBSI is an independent service for resolving banking services and investment disputes. If you are not satisfied with BMO’s decision on your complaint, it’s your right to bring your case to OBSI for an impartial and informal review. OBSI is not a regulator, and doesn’t advocate for consumers or the industry. Services are free to consumers.

Ombudsman for Banking Services and Investments
P.O. Box 896, Stn. Adelaide,
Toronto, ON M5C 2K3
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.

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
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, ON K1R 1B9
Call: 1 866 461-3222 (English)
Call: 1 866 461-2232 (French)
Fax: 1 866 814-2224

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

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

¹In 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.

Investment Dealers Association of Canada (IDA)

In Canada, regulation of the securities industry is carried out by provincial securities commissions and self-regulatory organizations (SROs), which include the IDA. The IDA monitors client complaints and disciplinary matters to proactively identify emerging regulatory issues at Member firms. The IDA 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 Dealers Association of Canada
121 King Street West, Suite 1600
Toronto, Ontario M5H 3T9
Fax: (416) 364-2998

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

BC, Yukon, Prairies, NWT and Nunavut:
Investment Dealers Association 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
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
Fax: (514) 873-3090
Toll-free: 1 877 525-0337
www.lautorite.qc.ca/index.fr.html