Problems or Concerns

If you have a Problem or Concern, we want to help.

Problem Resolution Process

At First Nations Bank of Canada, our goal is to provide a comfortable service experience for each and every customer. We appreciate your business and are dedicated to building long and satisfying relationships with our customers. When you have concerns about your banking relationship, we encourage you to let us know, because your satisfaction is our primary concern. The customer problem resolution process is our way of ensuring that your problems or concerns are addressed in a consistent and comfortable way. Following the steps outlined in below can ensure that your problem or concern will be attended to in a timely manner.

Step 1 Expand/Collapse

Elevation to a Senior Officer. If you are not satisfied with the solution you receive from the Manager in Step 1, then the Manager will offer to elevate your problem – communicating all relevant details on your behalf – to a representative of the Executive Office. Alternatively, if you prefer to elevate the problem yourself, the Manager in Step 1 will be pleased to provide you with the contact information.

Step 2 Expand/Collapse

Elevation to a Senior Officer. If you are not satisfied with the solution you receive from the Manager in Step 1, then the Manager will offer to elevate your problem – communicating all relevant details on your behalf – to a representative of the Executive Office. Alternatively, if you prefer to elevate the problem yourself, the Manager in Step 1 will be pleased to provide you with the contact information.

Step 3 Expand/Collapse

Contact the First Nations Bank Ombudsman If your problem or concern remains unresolved after you have followed Steps 1 and 2, you may contact the First Nations Bank Ombudsman. The First Nations Bank Ombudsman is dedicated to resolving disputes fairly and professionally. If it is determined that your concern has not been addressed by the Executive Officer as outlined in Step 2, the First Nations Bank Ombudsman may direct your problem to the appropriate business area for investigation and response. Within five days of receiving your enquiry, the First Nations Bank Ombudsman will write or call to advise you if and where your problem has been redirected, whether it has been resolved, or in more complex cases, what further steps are being taken and when you can expect a resolution. You may contact the First Nations Bank Ombudsman by:

  • Mail: First Nations Bank Ombudsman
    224 4th Avenue South, 4th Floor
    Saskatoon, Sask. S7K 5M5
  • Fax: 306-931-2409

Please include your full name, address and telephone number on your email. The First Nations Bank Ombudsman can also be contacted toll-free at 1-888-819-6366. 

Step 4 Expand/Collapse

Contact the Ombudsman for Banking Services and Investments (OBSI) If your concern still remains unresolved after contact with the First Nations Bank Ombudsman, you may then contact the Ombudsman for Banking Services and Investments by:

  • Mail: Ombudsman for Banking Services and Investments
    401 Bay Street, Suite 1505, P.O. Box 5
    Toronto, ON M5H 2Y4
  • Toll-Free Fax: 1-888-422-2865

• By Email2: ombudsman@obsi.ca

Please include your full name, address and telephone number on your email. The OBSI can also be contacted by toll-free telephone at 1-888-451-4519. Please visit www.obsi.ca for more information about OBSI.

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure that 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 First Nations Bank of Canada, we comply with numerous consumer laws that protect you in a number of ways. For example, we will provide you with information about our complaint-handling procedures; proper notice about our branch closures that affect you; and when you open an account, information about interest rates and fees.

Furthermore, we at First Nations Bank of Canada are committed to providing our customers with enhanced consumer protection, through our Public Commitments and adherence to industry-level Codes of Conduct. These codes and commitments include:

  • Canadian Code of Practice for Consumer Debit Card Services
  • CBA Code of Conduct for Authorized Insurance Activities
  • Principles of Consumer Protection for Electronic Commerce
  • Guidelines for Transfers of Registered Plans
  •  Low-Cost Account
  • Undertaking for Unsolicited Services
  •  Online Payments
  • Internet Banking Security Guarantee
  • Plain Language Mortgage Documents 

If you have a complaint regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you can contact the FCAC in writing at:

Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa, Ontario, K1R 1B9 

The FCAC can also be contacted by telephone at 1-866-461-3222 (en français 1-866-461-2232). For more information about the FCAC, please visit www.fcac-acfc.gc.ca Please note: The FCAC does not become involved in matters of redress or compensation – all requests for redress from First Nations Bank of Canada must follow the problem resolution process set out in this policy.

If you would like more information, simply contact us 

1. First Nations Bank of Canada means First Nations Bank of Canada, its affiliates and third parties that provide deposit, investment, loan, securities, trust, insurance and other products and services.
2. Email disclaimer: For your protection, do not send confidential or personal information (e.g. Access Card number, account number, etc.) via email, as it is NOT a secure method of communication. If your request is urgent or requires disclosure of confidential or personal information for resolution, please call us.