Please note: Please be advised that due to ongoing labour disruptions at Canada Post, there may be delays in mail delivery. As a result, this may impact our ability to process and deliver certain services. If you are affected and need to discuss alternative methods to serve you better, please click here to contact us.
Please note that call wait times may be longer than usual. We appreciate your patience and understanding.
Attention : Notez qu’en raison d’une interruption de travail à Postes Canada, il pourrait y avoir des retards dans la livraison du courrier. Par conséquent, cela peut avoir une incidence sur notre capacité à traiter certaines transactions et à fournir certains services. Veuillez cliquer ici pour communiquer avec nous si cette situation vous affecte ou si vous voulez discuter d’autres façons de mieux vous servir.
Prenez note que les temps d’attentes pourraient être plus longs que d’habitude. Nous vous remercions de votre patience et de votre compréhension.
We’re here for you
At Peoples Bank, we strive to provide the best customer experience we can. If you have a concern about any of the products or services we provide, we encourage you to let us know right away. Simply follow the steps below and we will respond in a timely manner. It’s our commitment to you.
Follow the steps below
Step 1: Contact our Customer Service Department
If you want to make a complaint, please get in touch with us using one of the options below.
Deposit customers
Toll-Free: 1-833-318-7878
Email: [email protected]
Mail: Customer Service Department, Peoples Bank, Suite 1400 – 888 Dunsmuir Street, Vancouver, BC V6C 3K4
In-person: Suite 100-888 Dunsmuir Street, Vancouver, BC V6C 3K4
Mortgage customers
Note: To better serve you, we are currently transitioning our mortgage customer service system to a new solution. As we work on completing the transition, your customer service support contact will depend on your mortgage number.
If your mortgage number starts with a PS number sequence:
PEOPLES BANK SERVICING
Hours of operation: Monday – Friday 8:00am – 8:00pm EST
Phone : 866-297-7403
Email : [email protected]
Mail :
1000 – 530 8th AVE SW
Calgary, AB, T2P 3S8
For all other mortgage numbers:
PARADIGM c/o Peoples Bank
Hours of operation: Monday – Friday 8:00am – 8:00pm EST
Phone: 877-462-3788
Email: [email protected]
Mail:
Mortgage Servicing Centre
P.O. Box 351 STN C Kitchener, ON N2G 3Y9
Fax: 1-888-753-5842
We’ll do our best to put things right as soon as you get in touch with us. However, if you are not satisfied with our response, please let us know, and your complaint will be escalated to a Complaints Manager.
Step 2: Complaints Manager
If your complaint was not resolved to your satisfaction at Step 1, or we do not resolve your complaint within 14 days, your complaint will be escalated to a Complaints Manager.
Our Complaints Managers will confirm they have received your complaint and keep you regularly updated on the progress of your complaint. They will review your complaint and work with you to reach a resolution.
If your complaint is resolved at Step 2, the Complaints Manager will provide you with a written summary of your complaint, the outcome reached, and the next steps should you decide that concerns have not been fully addressed and you wish to take your complaint further.
Step 3: Our Complaints Officer
If, after taking Steps 1 and 2, you are not satisfied with the outcome of your complaint, your complaint will be escalated to our Complaints Officer. The Complaints Officer is the most senior person at Peoples Bank responsible for complaints.
The Complaints Officer will investigate your complaint and provide you with a final written response within 56 days (eight weeks) from the date you first communicated your complaint to us. We always aim to resolve your complaint as soon as possible.
If you’re still not happy:
If you are not satisfied with our final decision on your complaint, or you have not received our final written response within 56 days (eight weeks) from when you first communicated your complaint to us, you have the right to refer your complaint to the Ombudsman for Banking Services and Investments (OBSI).
OBSI provides a free and independent dispute resolution service for banks and their customers. You can contact OBSI using the details below.
Ombudsman for Banking Services and Investments
Mail: OBSI, 20 Queen Street West, Suite 2400 P.O. Box 8, Toronto, ON M5H 3R3
Toll-Free: 1-888-451-4519
Email: [email protected]
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place.
If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments (OBSI). Contact details can be found on the following link https://www.peoplesbank.ca/en/about-us/resolving-your-concerns/, under section If you’re still not happy.
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Web site: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2
Senior Customers
If you need help with making a complaint, you may appoint a representative to manage your complaint on your behalf, for example, a friend or a family member. We also have a designated member of our team to help support our senior customers. For assistance with your complaint, you can contact our Seniors Champion by email at [email protected] or call us at 1- 833-318-7878, and we can arrange for you to speak with our Seniors Champion.
Privacy Concerns
If you have any questions, concerns or complaints about the privacy of your personal information, you can contact us using the contact information at Step 1. Alternatively, you can contact our Privacy Officer directly:
Telephone: 1-604-683-2881
Email: [email protected]
Mail: Privacy Officer, Peoples Group, 1400-888 Dunsmuir Street Vancouver, British Columbia V6C
If you are not satisfied after contacting our Privacy Officer, you may contact the Office of the Privacy Commissioner of Canada using the details below.
Office of the Privacy Commissioner of Canada
Toll-Free: 1-800-282-1376
Mail: Office of the Privacy Commissioner of Canada, 30 Victoria Street, Gatineau, Quebec, K1A 1H3
Website: www.priv.gc.ca
Feedback on our complaint process
We welcome feedback on how we handled your complaint. We use this feedback to make sure we keep doing what you like, and to work on the areas that need improvement. You can give us your feedback by emailing [email protected]