Who We Are

Message From John Graham

The role of the Ombudsman is to objectively review customer complaints and reach conclusions based on an independent judgment of the facts. Our independence enables us to address customer concerns in an unbiased and impartial manner. As an advocate of fairness, our goal is to do the right thing.

In any business endeavour mistakes occasionally occur. In a large organization, like BMO Financial Group serving over six million retail and business banking and wealth management customers, there are also breakdowns in communication and differences of opinion. The increasingly complicated world of financial products and services creates many new challenges as well.

Experience shows that most customer concerns can be resolved or at least mitigated through quality communication and a determined, focused approach. The members of the Office of the Ombudsman have been carefully chosen for their experience and broad financial background. They are dedicated solely to resolving customer issues and are in no way influenced by or involved in the Bank’s day-to-day operation. Their role is to listen, record and meticulously review the facts in an independent, objective and fair manner. When sufficiently informed they suggest possible alternatives and solutions.

Listening carefully is integral to the dispute resolution process. When a customer voices their concerns, we gain valuable market insight, which in turn, enables us to identify areas where service or products might be improved. We then inform the Bank of our findings and offer recommendations for change and improvement.

We continue to receive the full co-operation and support from everyone at BMO Financial Group in the resolution of customer concerns. All Units have a complaint resolution team and we encourage clients to settle their disputes with them, wherever possible. However, when all else fails and resolution is not available, the Ombudsman’s Office provides a forum where customers can receive a fair and impartial hearing.

John Graham, Ombudsman

Profile of John Graham

John Graham, the BMO Ombudsman, has an extensive background in the financial services industry. His career has included diverse executive appointments throughout Canada and internationally in the retail and commercial banking sectors. Since 2000, Mr. Graham has led a team of individuals, committed to ensuring that all customer concerns are resolved fairly and in a timely manner.