Resolving Your Concerns
What you need to know about resolving your concerns
The following are steps to guide you when you have a complaint:
Canadian Western Bank and its subsidiaries (collectively "CWB"), including its Motive Financial division, are required to adhere to certain standards in dealing with the public. These standards include the area of complaint handling, which is dealt with specifically below.
Motive Financial (Motive), a division of CWB, is committed to a high standard of customer service. Motive is proud of its reputation and we encourage you to tell us if you think we have been unsuccessful in dealing with you properly and fairly in any aspect of our business.
On This Page:Step 1 Motive Step 2 Corporate Step 3 CWB Ombudsman Step 4 OBSI FCAC
Step 1 Motive
CWB encourages customers to raise questions or concerns with the branch or office where they do business as soon as they arise. We encourage you to do the same with Motive. Like our CWB branch network, Motive is supported by a Vice President who has the decision-making authority to resolve most problems.
Step 2 Corporate
If Motive is unable to resolve the problem, you may contact CWB's Complaint Handling Officer as follows:
Complaint Handling Officer
Canadian Western Bank
Suite 3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Toll-free Telephone: 1-888-423-8854
Email: [email protected]
Step 3 CWB Ombudsman
Contact the CWB Ombudsman.
If your concerns are still unresolved after Steps 1 and 2, you can contact the CWB Ombudsman, who is dedicated to provide an impartial and objective review of unresolved concerns:
Within five business days of receiving your inquiry, the CWB Ombudsman will write or call to advise you if and where your concern has been redirected, and whether it has been resolved. In more complex cases the Ombudsman may outline what further steps are being taken and when you can expect a resolution.
Step 4 OBSI
Contact the Ombudsman for Banking Services and Investments (OBSI).
If your concern is still unresolved after contact with the CWB Ombudsman, or within 90 days after it's received by CWB, you may then contact the OBSI, an organization independent of the financial services industry:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Toll-free phone: 1-888-451-4519
Toll-free fax: 1.888.422.2865
Email: [email protected]
CWB and the Financial Consumer Agency of Canada (FCAC)
The FCAC supervises federally regulated financial institutions like CWB to make sure we comply with federal consumer protection laws. The FCAC also helps educate consumers, and monitors industry codes of conduct and public commitments designed to protect your consumer interests.
At CWB, we comply with a number of consumer laws designed to protect you. For example, we will provide you with information about our complaint handling procedures, proper notice of branch closures that affect you and information about interest rates and fees when you open an account.
If you have a concern regarding a potential violation of a consumer protection law, a public commitment or an industry code of conduct, you can contact the FCAC:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll-free phone: 1.866.461.3222 (en français 1.866.461.2232)
Toll-free fax: 1.866.814.2224
The FCAC will determine whether there is a problem with our compliance and if so, what corrective measures we need to take. The FCAC doesn’t become involved in matters of redress. All requests for redress must follow the problem resolution process outlined in tabs one to four.