Resolving Your Concerns

Step 1: Talk to your Processing Centre

Canadian Western Bank encourages any customer to raise questions or concerns with their Processing Centre as soon as they arise. The Processing Centre is supported by the Senior Assistant Vice President of Centralized Services who oversees daily operations.

DEPOSIT PROCESSING CENTRE - VANCOUVER
Eileen Schaub, Senior Manager, Client Services
300 - 750 Cambie Street
Vancouver, BC
V6B 0A2
Phone: (604) 443-5123
Fax:(604) 683-0092
Email: Eileen.Schaub@cwbank.com

Jeffrey Lucente, Senior Assistant Vice President, Centralized Services
#3000, 10303 Jasper Avenue
Edmonton, AB
T5J 3X6
Phone: (780) 969-1544
Fax: (780) 423-9738
Email: Jeffrey.Lucente@cwbank.com

Step 2: Contact our Corporate Office

If your Processing Centre is unable to resolve the problem, as the next step, you/your client(s) may contact the Bank's Corporate Office by the following methods:

Complaint Handling Officer
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Telephone: (780) 423-8888
Facsimile: (780) 423-8897
E-Mail: concerns@cwbank.com

Step 3: Contact the CWB Ombudsman

If your/your clients(s) concerns remain unresolved after Steps 1 and 2, you/your client(s) may contact the CWB Ombudsman at:

Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Telephone: 1-888-423-8854
E-Mail: graham.gilbert@cwbank.com

Within 5 days of receiving your/your client(s) inquiry the CWB Ombudsman will write or call to advise you/your client(s) if and where your/you client(s) concern has been redirected, whether it has been resolved, or in more complex cases, what further steps are being taken and when you/your client(s) can expect a resolution.

Step 4: Contact the Ombudsman for Banking Services and Investments (formerly Canadian Banking Ombudsman Inc.)

If your/your client(s) concern still remains unresolved after contact with the CWB Ombudsman, you/your client(s) may then contact the Ombudsman for Banking Services and Investments as follows:

 

By Mail: PO Box 896
Station Adelaide
Toronto, Ontario
M5C 2K3
By Courier: 33 Victoria Street
Suite 710
Toronto, Ontario
M5C 2A1

Other Contact
Information:
Toll-free telephone: 1-888-451-4519
416-287-2877 (Toronto area)
  Toll-free fax: 1-888-422-2865
416-225-4722 (Toronto area)
  Web site: www.obsi.ca
  E-mail: ombudsman@obsi.ca

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to make sure 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.

At Canadian Western Bank, we comply with numerous consumer laws that protect you in a number of ways. For example, we will provide you/your client(s) with information about our complaint-handling procedures or proper notice of branch closures that affect you/your clients(s); and when you/your client(s) open an account, information about interest rates and fees.

If you have a complaint regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you/your client(s) can contact the FCAC in writing at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario K1R 1B9

The FCAC can also be reached by telephone (toll free) at 1-866-461-3222 (en franšais 1-866-461-2232) or by fax at 1-866-814-2224 (toll free).

The FCAC will determine whether there is a problem with compliance by Canadian Western Bank and if so what corrective measures are necessary. The FCAC does not become involved in matters of redress - all requests for redress must follow the problem resolution process.

For more information about the FCAC, visit its website at www.fcac-acfc.gc.ca