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Amex Bank of Canada Complaint Handling Procedures

 

Amex Bank of Canada Complaint Handling Procedures

At Amex Bank of Canada, we strive to provide the world’s best customer experience every day; our goal is to ensure that our products and services are relevant and meet the needs of our customers. If you have a complaint, contact us and we will address your complaint promptly, minimizing unnecessary delays to the best of our ability. We believe that complaints are best resolved when communication is clear, and we are committed to keeping you updated on our progress throughout this process.

 

We will make every effort to resolve your complaint at first point of contact; however, if we have not done so within 14 days, following the date on which we first received your complaint, we will automatically escalate it to our Complaint Resolution Team on your behalf. If your complaint requires more than 56 days to resolve or close, we will advise you of your right to escalate the complaint to our external complaints body, the Ombudsman for Banking Services and Investments, and how long the investigation may take, should you decide to leave your complaint with us. Our Complaint Handling Procedures are outlined in detail below. If you would like to request a paper copy of the procedures, please contact our Customer Service Professionals indicated below.

 

Begin by telling us about your complaint

Our Customer Service Professionals are at your service; they will open a complaint case which will begin the work required to bring your complaint to closure. You will receive an acknowledgement notice including a copy of these complaint handling procedures for your reference. You can contact our Customer Service Professionals as follows:    

 

   Amex Bank of Canada | Customer Service Professionals     
Phone

Call the number on the back of your Card or

1-800-869-3016 (toll-free)

1-866-549-6426 (TTY)

1-905-474-0870 (outside Canada/US, please call collect)

Online Amex CA mobile app (8:00 AM – 12:00 AM ET)
Mail

Amex Bank of Canada

P.O. Box 3204, Station “F”

Toronto, Ontario, M1W 3W7

Attn: Customer Service – Complaints

 

Escalating your complaint to the Amex Bank of Canada Complaint Resolution Team (“CRT”)

If your complaint is not closed or resolved within 14 days, following the date on which the complaint was first received, your complaint will automatically be escalated to our CRT. Alternatively, you may request that we escalate your complaint sooner (please use the contact options above, and if you’re mailing a letter to us, please address it to the attention of the Amex Bank of Canada Complaint Resolution Team). We will inform you of the escalation and a representative from the CRT will contact you. They may clarify details, request additional information, or ask you for support. They will keep you informed of progress and provide their findings in a written response.

 

Contact the Amex Bank of Canada Chief Complaints Office (“CCO”) 

If you are not satisfied with the response provided by the CRT, you can contact our CCO at the contact information below. The CCO will use the written response provided by the CRT and other details to determine if the bank followed its policies and procedures. The CCO will provide you with a written response detailing the outcome of the review and any recommendations.

 

The CCO does not provide legal advice and does not review complaints that are being pursued by other means including litigation and arbitration. By contacting the CCO, you agree not to ask the CCO to produce files and records, to testify, or give evidence. You can contact our CCO as follows:

 

Amex Bank of Canada | Chief Complaints Office           
Phone

1-888-301-5312 (toll-free)

1-866-529-1344 (TTY)

1-855-683-3769 (fax)

1-647-259-8770 (fax outside Canada/US)

1-437-836-7400 (outside Canada/US, please call collect)        

Mail

Amex Bank of Canada

P.O. Box 3204, Station “F”

Toronto, Ontario, M1W 3W7

Attn: Chief Complaints Office

 

Notices and resolution timelines in these procedures do not apply if your complaint does not relate to (i) a product or service that is offered, sold, or provided by us, or (ii) the manner in which a product or service is offered, sold, or provided by us. 

 

ELEVATING YOUR COMPLAINT OUTSIDE OF AMEX BANK OF CANADA

 

Ombudsman for Banking Services and Investments (“OBSI”)

If we have not resolved your complaint within 56 days, or you are not satisfied with the resolution offered by our CCO, you may escalate your complaint to our external complaints body, OBSI, for additional information and a further review of your complaint. You can contact the OBSI as follows: 

 

Ombudsman for Banking Services and Investments
Phone

1-888-451-4519 (toll-free)

1-416-287-2877 (local)

1-844-358-3442 (TTY) 

1-888-422-2865 (fax)

1-416-225-4722 (local fax)

Online

visit: obsi.ca

e-mail: ombudsman@obsi.ca

Mail

Ombudsman for Banking Services and Investments      

20 Queen Street West

Suite 2400, P. O. Box 8

Toronto, Ontario, M5H 3R3

 

Financial Consumer Agency of Canada (“FCAC”)

The 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. 

 

The FCAC will determine whether the financial institution is compliant. It will not, however, resolve individual consumer complaints. You can contact the FCAC as follows: 

 

Financial Consumer Agency of Canada
Phone

1-866-461-3222 (English, toll-free)

1-866-461-2232 (French, toll-free)

1-613-941-1436 (fax)

Online

visit: fcac-acfc.gc.ca

e-mail: info@fcac-acfc.gc.ca

Mail

Financial Consumer Agency of Canada       

6th Floor, Enterprise Building  

427 Laurier Avenue West

Ottawa, Ontario, K1R 1B9

 

Commitments and Codes of Conduct

For a complete listing of the Commitments and Codes of Conduct to which Amex Bank of Canada subscribes, please visit our website at amex.ca/codes or write to Amex Bank of Canada Attention:  Commitments and Codes of Conduct, to request a copy. 


Voluntary Commitments and Codes of Conduct

 

A complete listing of the Voluntary Commitments and Codes of Conduct to which Amex Bank of Canada subscribes is available. 

 

Learn more

Coercive Tied Selling

 

The Bank Act requires banks to inform customers in plain language that coercive tied selling is illegal.


To comply with the law, Amex Bank of Canada is providing information explaining what coercive tied selling is.

 

Learn more

Complaint Handling Procedures

 


Download a copy of our Complaint Handling Brochure here

Amex Bank of Canada Chief Complaints Officer ANNUAL REPORT

 

Learn more