Problem with your statement? Let us help you.

 

Whether its an unexpected charge or an unexpected amount, if you 
have any questions about your statement, we're here to help.

 

Go to Statement Inquires

Ombudsman

If you have a problem or concern about our products & services that was not able to be resolved.

 

Amex Bank of Canada - Complaint Handling Procedures

We strive to be the world’s most respected service brand and try very hard to ensure that your business is handled in an efficient and courteous manner. If, however, we have not met your expectations and you have a complaint that you wish to bring to our attention, we encourage you to follow the procedures outlined here to help us address your concern. 


These Complaint Handling Procedures are also available in writing upon request via our toll free Customer Service lines (24 hours-a-day, 7 days a week): 


In Canada/U.S.: 1-800-869-3016 (toll-free) 


In Canada/U.S.: 1-866-549-6426 (TTY/TDD) 


Outside Canada/U.S. : (905) 474-0870 (collect) 


If you are a merchant and have a complaint, please return to the Complaint Handling Procedures and select option #2(Amex Bank of Canada Merchant Complaint Handling Procedures) or #3 (American Express Canada Merchant Network Complaint Handling Procedures). 


Step 1: We can help, tell us about your concern
If you have a complaint, please contact our Customer Service staff at the contact information below. 


Amex Bank of Canada 

P.O. Box 3204, Station “F” 

Toronto, Ontario, M1W 3W7 

Attn: Manager Customer Service 

 

1-800-869-3016 (toll free)
905-474-0870 (outside Canada/US, please call collect)
1-866-549-6426 (TTY)

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). 


Step 2: Elevate your concern
If your concern is not resolved to your satisfaction by Customer Service, you should write to our Manager of Customer Care Support at the address that follows. Please see the Timelines section.
Amex Bank of Canada 

P.O. Box 3204, Station “F” 

Toronto, Ontario, M1W 3W7 

Attn: Manager Customer Care Support 


Step 3: Contact the Amex Bank of Canada Ombudsman
If the issue remains unresolved, you may contact the internal Amex Bank of Canada Ombudsman at the contact information below. Please see the Timelines section. 


Amex Bank of Canada 

P.O. BOX 3204, Station “F” 

Toronto, Ontario, M1W 3W7 

Attn: Amex Bank of Canada Ombudsman 

 

1-888-301-5312 (toll free)
437-836-7400 (outside Canada/US, please call collect)
1-866-529-1344 (TTY)
1-855-683-3769 (fax)
1-647-259-8770 (fax outside Canada/US)

 

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, 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 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 1-800-869-3016, 1-866-549-6426 (TTY) from anywhere in Canada/U.S. or 905-474-0870 from outside of Canada/U.S. (please call collect).


ELEVATING YOUR COMPLAINT OUTSIDE OF AMEX BANK OF CANADA
The Ombudsman for Banking Services and Investments (OBSI)

Once the Amex Bank of Canada Ombudsman’s Office has provided a decision on your concern, and you are still not satisfied, the OBSI can provide you with information and a further review of your complaint. 

Please note that you may contact OBSI earlier as set out in the Timelines section. The OBSI can be reached toll free at 1-888-451-4519, 416-287-2877 locally, 1-855-889-6274 (TTY) or by fax at 1-888-422-2865 or 416-225-4722 (locally). You can also email ombudsman@obsi.ca or visit www.obsi.ca
Ombudsman for Banking Services and Investments 

401 Bay Street 

Suite 1505, P.O. Box 5 

Toronto, Ontario, M5H 2Y4 


Privacy Commissioner of Canada
For privacy matters, the Office of the Privacy Commissioner of Canada investigates complaints concerning the Personal Information Protection and Electronic Documents Act (PIPEDA). Complaints to the Office of the Privacy Commissioner can be submitted in writing to the address that follows. For general privacy inquiries and additional information about personal information handling practices, you can contact the Office of the Privacy Commissioner of Canada at 1-800-282-1376, 819-994-6591 (TTY) from anywhere in Canada/U.S. or 819-994-5444 from outside of Canada/U.S. (please call collect) or 819-994-5424 (fax).
You can also email info@privcom.gc.ca or visit www.priv.gc.ca/en/
Office of the Privacy Commissioner of Canada 

30 Victoria Street 

Gatineau, Quebec, K1A 1H3 


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 (FCAC) by writing to the address that follows. 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. You can reach the FCAC at 1-866-461-3222 (English toll-free), 1-866-461-2232 (French toll-free) from anywhere in Canada/U.S. or 613-941-1436 (fax). You can also email info@fcac-acfc.gc.ca or visit www.fcac-acfc.gc.ca


Financial Consumer Agency of Canada 

6th Floor, Enterprise Building 

427 Laurier Ave. West 

Ottawa, Ontario, K1R 1B9 


The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints. 
Voluntary Commitments and Codes of Conduct
For a complete listing of the Voluntary Commitments and Codes of Conduct to which Amex Bank of Canada subscribes, please visit our website at www.americanexpress.ca/codes or write to the Manager of Customer Service for a copy. 

 

20141209E


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 OMBUDSMAN ANNUAL REPORT

 

Learn more

 

Support Orders & Provisions

The offices for the service of enforcing notices for support orders and support provisions in each province and territory are outlined here.

 

Support Orders and Support Provisions

In accordance with the Bank Act (Canada), Amex Bank of Canada has designated the following offices for the service of enforcement notices for support orders and support provisions in each province and territory.

PROVINCE/
TERRITORY
ADDRESS OF OFFICE OR RECOGNIZED AGENT FOR SERVICE FOR AMEX BANK OF CANADA
Alberta Norton Rose Canada LLP, Barristers & Solicitors, Suite 3700, 400 3rd Avenue SW, Calgary, Alberta, T2P 4H2, CANADA
British Columbia Fasken Martineau DuMoulin LLP Barristers and Solicitors 2900 - 550 Burrard Street, 
Vancouver, British Columbia  V6C 0A3
Manitoba Pitblado Barristers & Solicitors 2500 – 360 Main Street Winnipeg, Manitoba R3C 4H6
New Brunswick Patterson Palmer Law One Brunswick Square, Suite 1500 P.O. Box 1324 Saint John, New Brunswick E2L 4H8
Newfoundland Stewart McKelvey Stirling Scales Barristers, Solicitors and Trademark Agents Cabot Place Suite 1100 100 New Gower Street St. John’s, Newfoundland A1C 6K3
Northwest Territories Peterson, Stang & Malakoe Barristers and Solicitors P.O. Box 939 4902 – 49th Street Yellowknife, 
Northwest Territories X1A 2N7
Nova Scotia Stewart McKelvey Stirling Scales Barristers, Solicitors and Trademark Agents Suite 900, Purdy’s Wharf Tower One 1959 Upper Water Street Halifax, Nova Scotia B3J 2X2
Nunavut Peterson, Stang & Malakoe Barristers and Solicitors Box 1779 Building 1072 Iqaluit, Nunavut X0A 0H0
Ontario Amex Bank of Canada General Counsel’s Office, 2225 Sheppard Avenue East, Suite 100, Toronto, Ontario M2J 5C2
Prince Edward Island Stewart McKelvey Stirling Scales 65 Grafton Street P.O. Box 2140 Charlottetown, Prince Edward Island C1A 8B9
Quebec Osler Hoskin & Harcourt, Barristers and Solicitors, 1000 De La Gauchetière Street West, Suite 2100, Montréal, Quebec H3B 4W5
Saskatchewan Gerrand Rath Johnson Barristers & Solicitors Suite 700 1914 Hamilton Street Regina, Saskatchewan S4P 3N6
Yukon Campion Macdonald Barristers and Solicitors Suite 200, Financial Plaza 204 Lambert Street Whitehorse, Yukon Territory Y1A 3T2

 


Trademarks


Click here to find out more about American Express Canada Copyrights, Servicemarks, and Trademarks.

International Service Centers 

To find the phone number of the International Service Center for your desired country.

Please use this page to find the phone number of the International Service Center for your desired country. These centers can help you apply for an American Express® Card or answer questions regarding your Card account. For travel-related questions, please use our listing of International Travel Service Offices.

 

Canada
Canada: (905) 474-8700 


Caribbean & Latin America
Argentina: 54-1-312-1661 
Brazil: 55-11-247-0966 
Chile: 56-2-695-2422 
Mexico: 52-5-326-2626 | (Platinum) 52-5-326-2929 
Panama: 001-800-111-0006 
Puerto Rico: 809-758-8669 
Venezuela: 58-212-206-0333 

 

Europe
Austria: 49-69-9797-1000 
Belgium: 32-2-676-2121 
Croatia: 38-51-1612-4400 
France: 33-1-4777-7000 
Germany: 9-69-9797-1000 | (Platinum) 49-69-757-3000 
Greece: 30-1-326-2626 
Hungary: 36-1-267-2024 
Ireland: 44-1-27-369-6933 
Italy: 39-6-722-82 
Netherlands: 31-20-504-8000 
Norway: 47-2-298-3750 
Portugal: 51-2-172-0027 
Russia: 70-95-254-2111 
Spain: 34-1-322-5300 
Barcelona: 34-3-217-0700 
Sweden: 46-8-429-5600 
Switzerland: 41-1-384-6333 
United Kingdom: 44-1-273-696-933 


Middle East & Africa
Bahrain: 973-228811 
Egypt: 20-2-570-3411 
Israel: 972-3-576-4666 
South Africa: 27-11-359-0200 
Turkey: 90-212-279-3980 

 

Asia
India: 91-11-614-2020 
Japan: 81-3-3220-6100 
Korea: 82-2-552-2700 
Taiwan: 886-2-719-0707 

 


Southeast Asia & Australia

Australia: 61-29-271-8666 
Hong Kong: 852-2-885-9332 | 852-2-885-9366 | (Optima) 852-2-967-8828 
Indonesia: 62-21-521-6111 
Malaysia: 60-3-261-3000 
New Zealand: 64-9-367-4567 
Pakistan: 92-21-263-0261 
Philippines: 632-814-4777 
Singapore: 65-732-2244 
Thailand: 66-2-273-0044


Lost or Stolen Card


In Toronto: (905) 474-0870 Canada: 1 800 668-2639 International (please call collect): (905) 474-0870

Travel Emergency


For assistance when you need it most, Travel Emergency Service at 1-800-678-5523

Call us. We’re glad to help with any issue you may have.

 

If you have any questions about your account, please call American Express Customer Service 24 hours a day, 7 days a week.

 

Just call us.
In Toronto: (905) 474-0870
North America: 1 800 668-2639
International (please call collect): (905) 474-0870
For a complete list of phone numbers click here