Raising A Concern

The Dispute Resolution Process

The complaint resolution process has been designed to put you in touch with the people who can get problems resolved – and to ensure that all avenues for resolution are explored.

For this reason, BMO Financial Group offers our customers a comprehensive dispute resolution process. In all, you have up to four steps that can lead to the successful resolution of your concerns.

Full details of our complaint resolution process are outlined in the We Can Help - Resolving Customer Complaints (PDF, 111K) brochure. The brochure is also available at any BMO Bank of Montreal branch.

If you have a dispute that cannot be resolved either by the staff you normally deal with or through senior officers within the Bank’s group of companies, there are several steps you are encouraged to take. The Office of the Ombudsman is an important part of this dispute resolution process.

What We Do

The BMO Ombudsman addresses customer concerns regarding commitments made by Canadian member companies of BMO Financial Group. This role was established as an alternative dispute resolution process to investigate complaints from customers about their BMO relationships and does not extend beyond Canada. In the US, similar customer concerns are escalated through Bank channels.

The Ombudsman’s mandate is to maintain independence while reviewing your complaint. The Ombudsman will facilitate the resolution of your complaint based on fairness, integrity and respect and make a non-binding recommendation in a timely manner.

What Can The Ombudsman Do For Me?

The Ombudsman will…

• Provide dialogue and feedback based on fairness, integrity and respect
• Maintain independence while reviewing your concern
• Make a non-binding recommendation, based on fairness and good business practices, in a timely manner

• Investigate credit granting policies or risk management decisions of the Bank
• Investigate interest rates, service charges or fees
• Investigate court rulings or issues that are in litigation
• Investigate transactions for which BMO records no longer exist

Is The BMO Ombudsman The Final Level Of Appeal?

You may contact the Ombudsman for Banking Services & Investments (OBSI) 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 the 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
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
Website: www.obsi.ca