The process at a glance
- Gather the facts
Statements, dates, who you spoke to, and what outcome you want (a refund, a correction, an apology). - Complain to the bank
Use its published complaint procedure — online, by phone, in branch or in writing. Note the date: it starts the clock. - Wait up to 56 days
The bank must give you a detailed written response within 56 calendar days of your first complaint. FCAC expects that clock to run without pauses. - Escalate to OBSI
You can go to OBSI when 56 days have passed, or earlier if the bank gives its final written response and closes the file. OBSI is free. - Tell FCAC about rule-breaking
FCAC doesn’t resolve individual complaints, but it wants to hear if you think a bank broke a consumer-protection obligation.
Deadlines to watch
| Step | Time limit |
|---|---|
| Bank’s detailed written response | 56 calendar days from your first complaint |
| Bringing the complaint to OBSI | OBSI says within 180 calendar days of the firm’s final response |
| OBSI telling you it can’t take the case | Within 30 calendar days |
| OBSI’s final written recommendation | Within 120 calendar days after it has the information it needs |
| Reporting an incorrect pre-authorized debit to your institution | Usually 90 calendar days from the withdrawal |
Why OBSI, and only OBSI
Until 2024 banks could choose between two external complaint bodies. Since November 1, 2024, OBSI is the single external complaints body for federally regulated banks, overseen by FCAC. ADR Chambers Banking Ombuds Office is no longer an option for bank complaints.
What can OBSI actually do for me?
OBSI investigates and makes recommendations. It can recommend compensation of up to $350,000 for a single complaint, and the limit does not rise when more than one account is involved. Its recommendations are not binding: a bank doesn’t have to follow them. If a bank refuses, OBSI makes public that the bank did not comply, without naming you.
How often does going to OBSI pay off?
In fiscal 2025 (November 1, 2024 to October 31, 2025), its first full year as the single banking ombudsman, OBSI opened 5,438 banking cases. About 25% of closed banking cases ended with money paid to the consumer. Most cases don’t end with compensation, so go in with realistic expectations and good evidence.
Worked example: counting the days
Say you first complain to your bank on March 3. Count 56 calendar days: 28 days take you to March 31, and 28 more take you to April 28. If you have no final answer by then, you can go to OBSI.
Now say the bank sends its final written response on April 10 instead. You can go to OBSI right away, and you have 180 calendar days from that response to do it — until about October 7.
Both clocks count calendar days, so weekends and holidays count too. Mark both dates in your calendar the day you complain.
What must the bank give me when I complain?
- A written acknowledgment of the date it received your complaint.
- Information about its complaint procedures and how to use them.
- A detailed written response within 56 days of your first complaint.
The Bank Act also says a bank must not describe its complaint process or staff in misleading terms, and gives “ombudsman” as an example of a word that suggests independence. However it is named, a bank’s internal complaints office is part of the bank. OBSI is the independent step.
Should I go to court instead?
You can, but speak to a lawyer early. OBSI says participating firms must sign a tolling agreement with you, to the extent the law allows. It pauses the legal limitation clock from when OBSI receives your signed consent letter until 30 days after its final letter, or when the investigation ends. If you have already started a lawsuit, you must agree not to proceed until OBSI finishes. Using OBSI doesn’t take away your right to sue afterwards.
There is also an outer limit: OBSI won’t take a complaint you didn’t raise with your bank within six years of when you knew, or should have known, about the problem.
Who do I contact for what?
| Your situation | Where to go |
|---|---|
| A fee, error or service problem with your bank | The bank’s complaint process, first |
| No answer after 56 days, or you disagree with the final response | OBSI, within 180 days of the final response |
| You think the bank broke a consumer-protection rule or public commitment | FCAC — it supervises compliance but won’t resolve your case |
| A problem with a provincial credit union | The credit union first, then OBSI or your provincial regulator |
Common mistakes
- Not recording the date of your first complaint. Both the 56-day clock and your OBSI timing depend on it.
- Waiting more than 180 days after the bank’s final response.
- Treating the bank’s internal complaints office as independent.
- Sending opinions instead of evidence. Statements, letters and screenshots carry weight.
- Expecting FCAC to get your money back. FCAC does not resolve individual complaints.
What to ask the bank
- What is my complaint reference number, and what date do you have as received?
- Who is handling it, and how do I reach them?
- When will I get your detailed written response?
- Is this your final response? If not, when will it come?
Credit union members
Federal credit unions follow the bank process (56 days, then OBSI). For provincially regulated credit unions, OBSI says credit unions in British Columbia, Alberta, Saskatchewan, Manitoba, New Brunswick, Nova Scotia, Prince Edward Island and Newfoundland and Labrador offer its services to members, with a 90-day firm-response period. Ontario and Quebec members should check their credit union’s process and provincial regulator. See your province in the credit union directory.
Writing a complaint that gets read
- One page: what happened, when, the account involved, and the outcome you want.
- Attach evidence, not opinions — statements, screenshots, letters.
- Ask for the response in writing and keep copies of everything.
- Stay polite and specific; it helps if the file later reaches OBSI.
Write down the date of your first complaint. Both the 56-day clock and your right to go to OBSI depend on it.
Frequently asked questions
How long does a bank have to respond to a complaint?
56 calendar days from your first complaint, with a detailed written response.
Is OBSI free?
Yes. OBSI’s review is free for consumers.
Are OBSI decisions binding?
OBSI issues recommendations. You can still pursue other options, such as the courts, if you disagree.
Can I complain to FCAC instead?
FCAC does not resolve individual complaints, but you can report a suspected breach of consumer-protection obligations to it.
How much can OBSI award?
OBSI can recommend up to $350,000 for a single complaint. Its recommendations are not binding; if a bank refuses, OBSI makes that public without naming the consumer.
Does going to OBSI pause the deadline to sue?
OBSI says participating firms must sign a tolling agreement that pauses the limitation clock, to the extent the law allows, from when OBSI receives your consent letter until 30 days after its final letter. Get legal advice on your own deadline.
Is there a time limit to raise a complaint?
OBSI won’t review a complaint you didn’t raise with your bank within six years of when you knew or should have known about the issue, and you must bring it to OBSI within 180 days of the bank’s final response.
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