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Amex Bank of Canada - Complaint Handling Procedures

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Complaint Handling Procedures

We process many customer account transactions each day and we try very hard to ensure that your business is handled in an efficient and courteous manner.  We have set up procedures for customers that wish to bring a concern to our attention and encourage you to follow the complaint procedures outlined here.

Step One:

If you should have any complaint, please contact our Customer Service staff at:

Toll-free Telephone: 1.800.869.3016
Local: 905.474.0870

TTY: 1.866.549.6426
Local: 905.940.7702

If you are a merchant, our Amex Bank of Canada Merchant Services staff can be reached at 1-800-268-9877. If you have an American Express Gift Card issued by Amex Bank of Canada, the Canada Gift Card Customer Service Department can be reached at 1-800-505-6849 (Step Three is the next complaint escalation step for this product).

You may also write to our Manager of Customer Service at:

Amex Bank of Canada
P.O. Box 3204 STN F
Toronto, ON, M1W 3W7

Attn: Manager Customer Service

Step Two:

If your concern is not resolved to your satisfaction, you should write to our Manager of Customer Care Support at the address that follows. Please see the “Timelines” section below.

Amex Bank of Canada
P.O. Box 3204 STN F
Toronto, ON, M1W 3W7

Attn: Manager, Customer Care Support

Step Three:

If the issue remains unresolved, you may contact the internal Amex Bank of Canada Ombudsman. Please see the “Timelines” section below.

Toll-free Telephone: 1.888.301.5312
Local: 905.943.1197

Toll-free Fax: 1.866.849.9660
Local: 905.940.7670

TTY: 1.866.529.1344
Local: 905.940.7771

Website: www.americanexpress.ca/ombudsman

By writing:
Amex Bank of Canada
P.O. Box 3204 STN F
Toronto, ON, M1W 3W7

Attn: Amex Bank of Canada Ombudsman

Step Four:

If the Internal Amex Bank of Canada Ombudsman’s Office cannot resolve the issue, you may contact the Ombudsman for Banking Services and Investments (OBSI) as outlined below. Please note that you may contact OBSI earlier than Step Four as set out in the “Timelines” section below.

The Ombudsman for Banking Services and Investments can be reached at:

401 Bay Street
Suite 1505, P.O. Box 5
Toronto, Ontario
M5H 2Y4

Toll-free Telephone: 1.888.451.4519
Local: 416.287.2877

Toll-free Fax: 1.888.422.2865
Local: 416.225.4722

Website: www.obsi.ca

Timelines

We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two (for Gift Card, Step Three), we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two (for Gift Card, Step Three) you have the right to contact the Ombudsman for Banking Services and investments (OBSI). OBSI may contact the Amex Bank of Canada’s Ombudsman’s Office to facilitate the earliest possible resolution of your complaint.

Obtaining a Status Update on Your Complaint:

At anytime during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling:

Toll-free Telephone: 1.800.869.3016                       
Local: 905.474.0870

TTY: 1.866.549.6426                                             
Local: 905.940.7702 


Financial Consumer Agency of Canada (FCAC)

If you have a complaint in respect of the disclosure of or the manner of calculating the cost of borrowing or any other federal consumer protection provision, you may contact the Financial Consumer Agency of Canada by writing to the address given below. The Financial Consumer Agency of Canada (FCAC) supervises federally-regulated financial institutions to ensure they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors industry codes of conduct and public commitments designed to protect the interests of consumers.

Federal consumer protection laws affect you in a number of ways. For example, financial institutions must provide you with information about their fees, interest rates and complaint handling procedures.

You can reach the FCAC by:

Telephone:
1.866.461.FCAC (3222)
for services in English

1.866.461.ACFC (2232)
for services in French
Facsimile: 613.941.1436
Email Address: info@fcac-acfc.gc.ca
Website: www.fcac-acfc.gc.ca

By writing:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9

The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints.

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