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As part of our commitment to superior customer service, the Amex® Bank of Canada Ombudsman is available to all of our customers who are in need of an impartial intermediary to assist in resolving concerns or issues with our products or services.
To address a specific issue, you should begin by contacting American Express Customer Service directly.
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Complaint Resolution Procedure |
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We process many customer account transactions each day and we try very hard to ensure that your business is handled in an efficient and courteous manner. We want to know if you are satisfied and have set up procedures for customers who wish to bring a concern to our attention.
First, gather as much factual information regarding your situation as possible. Write down dates, names, specific amounts and have all American Express statements which document your situation on hand.
Then, contact our Customer Service department:
Phone
1-800-668-AMEX
TTY/TDD
1-866-549-6426 or
Mail
Amex Bank of Canada
Customer Service Department
101 McNabb Street
Markham, Ontario
L3R 4H8
After you have presented the information to one of our Customer Service Representatives, he or she will, with the help of other professionals within American Express, attempt to resolve your complaint as quickly as possible. If they cannot settle the matter to your satisfaction, you should discuss it with the Manager of Customer Service, who will ensure that the complaint is investigated promptly and objectively.
In the majority of cases, your situation will be resolved and need not be referred to the Amex Bank Ombudsman. However, if the Manager of Customer Service is unable to resolve your situation, then you should Contact the Ombudsman.
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. In the complaints-handling process, the role of the FCAC is to ensure that financial institutions comply with federal consumer protection legislation, not to resolve individual complaints about general service matters. If appropriate, contact:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Or an Information Officer at:
1-866-461-FCAC(3222) for services in English
1-866-461-ACFC (2232) for services in French
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Contacting the Ombudsman |
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If contacting our Customer Service Department has not resolved your situation, contacting the Ombudsman's Office is your next step.
The Amex Bank of Canada Ombudsman's office is comprised of the Deputy Ombudsman - Lori
Ciani and the Assistant Ombudsman - Jacqueline Hartley. With almost 50 years of combined
experience with American Express, the Ombudsman office team is dedicated to impartially
reviewing the facts related to customer complaints with a clear focus on reaching fair and
appropriate solutions.
Also, in reporting to the Bank’s Complaint Review Committee and the Board of Directors, the Ombudsman's Office is regularly involved in reviewing our products, services and relationships with our customers to identify and recommend ongoing improvements.
After contacting the Ombudsman's Office, you may be asked to submit your complaint in writing and a period of between 5 and 20 business days will be required to resolve your case. Some cases may take longer, depending on the nature and complexity of the issues. If, after that time, you feel that your situation has still not be resolved to your satisfaction, you should contact the Ombudsman for Banking Services.
Amex Bank of Canada Ombudsman's Office:
Phone
Local: (905) 943-1197
Toll free: 1-888-301-5312
TTY/TDD
1-866-529-1344 or 905-940-7701 (local)
Fax
Local: (905) 940-7670
Toll free: 1-866-849-9660
Mail
Amex Bank of Canada Ombudsman
101 McNabb Street
Markham, Ontario
L3R 4H8 |
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Ombudsman for Banking Services and Investments |
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Finally, if your situation cannot be settled to your satisfaction, you should contact the Ombudsman for Banking Services and Investments. The OBSI is an independent body that investigates complaints from individual and small business about banking services.
Ombudsman for Banking Services and Investments
Mail
P.O. Box 896
Station Adelaide
Toronto, Ontario
M5C 2K3
Phone
1-888-451-4519
Fax
1-888-422-2865
Email
ombudsman@obsi.ca
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