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. 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) |
Amex Bank of Canada P.O. Box 3204, Station “F” Toronto, Ontario, M1W 3W7 Attn: Customer Service – Complaints |
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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.
The CRT does not review complaints that are being pursued by other means including litigation and arbitration.
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 CRT, 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 |
Ombudsman for Banking Services and Investments 20 Queen Street West Suite 2400, P. O. Box 8 Toronto, Ontario, M5H 3R3 |
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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 |
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|---|---|
| Phone | 1-866-461-3222 (English, toll-free) 1-866-461-2232 (French, toll-free) 1-866-914-6097 / 1-613-947-7771 (TTY) |
| Online | visit: fcac-acfc.gc.ca e-mail: info@fcac-acfc.gc.ca |
Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa, Ontario, K1R 1B9 |
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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.
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.