How to resolve your concerns with President’s Choice Financial
We are committed to handling all complaints in a fair, timely and effective manner. We value your feedback and encourage you to contact us about your complaint to give us an opportunity to resolve your concerns. Please follow these steps if you have a complaint.
Step One: Our Customer Support team is your first point of contact
You can submit your complaint to our Customer Support team by webform, mail or phone.
Online: Sign in to your account online and use the Complaints web form in the Support Centre
Mail: President's Choice Financial P.O. Box 4403, Station A Toronto, ON M5W 5Y4
Phone: 1 866 246 7262
Our Customer Support team routinely handles and makes operational decisions about complaints and is the first level of our complaints handling process. Once a complaint is submitted, you will receive an acknowledgement that your complaint has been received and is under review. At any point during this process, you can request that your complaint be escalated to PC Financial Executive Customer Care for handling. Please contact us by one of the methods described above, and if possible provide the reference number from our acknowledgement.
Step Two: PC Financial Executive Customer Care will handle escalated complaints
If our Customer Support team is unable to resolve your complaint within fourteen (14) days of receipt, we will escalate your complaint to PC Financial Executive Customer Care for handling.
You can contact PC Financial Executive Customer Care by email at firstname.lastname@example.org, by mail at the address in Step 1 above, or by phone at 1 866 822 8775. If possible, please provide the reference number from our acknowledgement.
Step Three: Complaint Appeal Office
If your complaint is not resolved to your satisfaction by PC Financial Executive Customer Care you can escalate your complaint to the PC Financial Complaint Appeal Office for review. The PC Financial Complaint Appeal Office will undertake a review of all unresolved complaints. Although the PC Financial Complaint Appeal Office is not independent from President’s Choice Bank, they will assist in obtaining a fair and reasonable resolution. Please note that the PC Financial Complaint Appeal Office will only be able to accept your request for a review if your complaint has already been dealt with by PC Financial Executive Customer Care. If you have not completed Step 2 above, your case will be referred back to PC Financial Executive Customer Care for appropriate review prior to involvement of the PC Financial Complaint Appeal Office.
You can contact the PC Financial Complaint Appeal Office directly by email at email@example.com, by phone at 1 855 662 8377, or by mail at PC Financial Complaint Appeal Office, 600-500 Lakeshore Blvd. West, Toronto, ON M5V 2V9.
Your right to independent review
Ombudsman for Banking Services and Investments (OBSI)
If you have followed this process and are not satisfied with the outcome of the PC Financial Complaint Appeal Office review, or if your complaint is not resolved or closed within fifty-six (56) days after receipt by President’s Choice Bank, you can contact the Ombudsman for Banking Services and Investments (OBSI), who is independent from President's Choice Bank and provides a dispute resolution service that is free to use. You must escalate your complaint to OBSI within one hundred eighty (180) days after our final response. You can contact OBSI by phone at 1 888 451 4519, by fax at 1 888 422 2865, by email at firstname.lastname@example.org, or by mail at Ombudsman for Banking Services and Investments, 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto, ON M5H 3R3 or visit OBSI's website at: www.obsi.ca.
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions, such as President’s Choice Bank, to ensure they comply with federal consumer protection laws, voluntary codes of conduct and public commitments. You can contact the FCAC in writing at: Financial Consumer Agency of Canada, 427 Laurier Avenue West, 6th Floor, Ottawa ON, K1R 1B9, through the website at www.fcac-acfc.gc.ca, or by phone as follows: for service in English: 1 866 461 FCAC (3222); for service in French: 1 866 461 ACFC (2232); for calls from outside Canada: 613 960 4666. The FCAC does not resolve individual consumer complaints, and cannot provide redress or compensation.