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Complaint Handling Procedures |
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If you have a problem or concern about our products and services.
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 that wish to bring a concern to our attention and encourage you to follow the complaint
procedures outlined here. |
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Step One: |
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If you should have any complaint, please contact our Customer Service staff
at
1-800-869-3016,
1-866-549-6426 (TTY) or
905-940-7702 (local TTY).
If you are a merchant, our Amex Bank of Canada Merchant Services staff can be
reached at
1-800-268-9877.
You may also write to our Manager of Customer Service.
Amex Bank of Canada
101 McNabb Street
Markham, Ontario
L3R 4H8
Attn: Manager, Customer Service
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Step Two: |
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If your concern is not resolved to your satisfaction, you should write to our
Manager of Customer Care Support, who will ensure that the complaint is
investigated promptly and objectively.
Amex Bank of Canada
101 McNabb Street
Markham, Ontario
L3R 4H8
Attn: Manager, Customer Care Support
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Step Three: |
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If the issue remains unresolved, contact our Bank Omudsman at
1-888-301-5312,
1-866-529-1344 (TTY) or
905-940-7701 (local TTY)
or write:
Amex Bank of Canada
101 McNabb Street
Markham, Ontario
L3R 4H8
Attn: Amex Bank Ombudsman |
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Step Four: |
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If the Bank Ombudsman cannot resolve the issue, you may contact the Ombudsman
for Banking Services and Investments (OBSI) at:
P.O. Box 896, Station Adelaide
Toronto, Ontario
M5C 2K3
1-888-451-4519
We work hard to ensure that your complaint is acknowledged and investigated in a
timely manner. If you have not followed the complaint escalation steps as
outlined above, we may forward your concern to the appropriate complaint
handling level for investigation and response.
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Financial Consumer Agency of Canada (FCAC) |
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If you have a complaint in respect of the disclosure of or the manner of calculating the cost of borrowing any or other federal consumer protection provision, you may contact the Financial Consumer Agency of Canada by writing to the address given below.
The Financial Consumer Agency of Canada (FCAC) supervises federally-regulated
financial institutions, such as Amex Bank of Canada, 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.
You can reach the FCAC by:
Telephone:
1-866-461-FCAC (3222)
for services in English
1-866-461-ACFC (2232)
for services in French
Facsimile: (613) 941-1436
Email Address: info@fcac-acfc.gc.ca
Website: www.fcac-acfc.gc.ca
By Writing:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
The FCAC will determine whether the financial institution is in compliance. It
will not, however, resolve individual consumer complaints.
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Voluntary Commitments and Codes of Conduct |
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For a complete listing of the Voluntary Commitments and Codes of Conduct to which Amex Bank of Canada subscribes, please visit our website at www.americanexpress.ca or write to the Manager of Customer Service and ask for a copy |
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