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
Toll-Free: 1-855-288-4855
Email: [email protected]
Mail: Customer Service, Paradigm Quest Inc., 451 Phillip Street, Suite 100, Waterloo, ON, N2L 3X2
Fax: 416-366-8607
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]
Contact Financial Consumer Agency of Canada
Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure that they comply with federal consumer protection laws. The FCAC welcomes your communication, although it does not get involved in individual complaints between banks and their customers. You can contact FCAC using the details below.
Financial Consumer Agency of Canada
Mail: FCAC, 6th Floor, Enterprise Building, 427 Laurier Avenue West, Ottawa, Ontario K1R 1B9
Toll-Free: 1-866-461-3222
Website: www.fcac-acfc.gc.ca
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]