Complaint Disclosure

First Nations Bank of Canada Fiscal 2025 Complaint Disclosure

Fiscal Year Ending: October 31, 2025

The number of complaints the Senior Designated Employee dealt with in the year, including the number of complaints Resolved or Closed: 3

The average length of time the Bank took to deal with those complaints, from the first interaction with the Consumer to the date on which the complaint was Resolved or Closed: 2 Business Days

The products or services to which the complaints related:

1) Chequing Account

2) Customer Service

3) Chequing Account Fees and Charges

A description of the nature of the complaints, beyond the related product or service information contained in the classification:

1) During the account opening process the client felt they were being disrespected and laughed at when they disclosed they could not read or write.  Client displayed aggressive behavior towards branch staff, and the account was not opened.  Complaint was resolved.

2) Client was out of country and was unable to receive service in a timely manner by attempting to reach the branch by phone.  Client was able to contact a different branch and chose to close account.  Complaint was resolved.

3) Client was unsatisfied with account openting process due to issues with debit card and fees charged due to ATM transactions.  Client was also unsatisfied with the service received and that the staff member they spoke to was not Indigenous.  Complaint was closed and options to escalate provided.

The number of Resolved complaints: 2