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: Speak with the office where you do business

We will always try to deal with your concerns directly. This means that you should connect first with the office where you do business as soon as you have a concern. Our staff, including a supervisor if necessary, will do their best to resolve the problem without you needing to do anything else.

Step 2: Contact the customer complaints department

If your concern has not been resolved, you may escalate the matter to our Customer Complaints Department by:

  • Asking the individual you are dealing with in Step 1 to escalate the matter on your behalf, or
  • Escalating the complaint directly using the contact information below

Email:   complaints@peoplesbank.ca
Phone: 604-331-3464 or 833-318-7878 (toll free)
Fax: 604-331-2245
Mail:    
Customer Complaints Department, Peoples Bank
Suite 1400 – 888 Dunsmuir Street, Vancouver, BC V6C 3K4

Your complaint will be directed to the appropriate Manager who will try to find a resolution quickly and satisfactorily.

  • your first and last name
  • your address
  • your contact telephone number
  • clear details of your complaint
  • what you would like us to do to resolve matters

For your own security and safety, never send your account or pin numbers, user names or passwords by email.

Step 3: Contact the Peoples Bank Complaints Officer

At this stage, if your concern is still not resolved to your satisfaction, you should put your concerns in writing. You can do this by mail, facsimile, or e-mail to our Complaints Officer at:

Complaints Officer
Peoples Bank, Suite 1400 – 888 Dunsmuir St. Vancouver, BC V6C 3K4
Toll-Free: 855-683-2881
Fax: 604-331-2245
Email: complaintsofficer@peoplesbank.ca

We will make every attempt to respond to you in writing within 5 business days to let you know that we have received your correspondence, and to provide you with the name of the Complaints Officer who will:

  • investigate your problem;
  • take any necessary action; and,
  • ensure you receive a written response within 30 days detailing how your concern will be addressed.

If your problem needs more investigation, and we cannot send you a written response within 30 days, we will write to you and let you know when you will receive a written reply.

Step 4: Third party complaint handling process

If you have completed steps 1 through 3 and are still not satisfied with the results of our investigations or response, you may contact the Ombudsman for Banking Services and Investments (OBSI). OBSI is an independent office responsible for assisting customers with their concerns. You may contact OBSI as follows:

OBSI
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON M5H 2Y4
Toll-Free Phone: 888-451-4519
Toll-Free TTY: 855-889-6274
Toll-Free Fax: 888-422-2865
E-mail: ombudsman@obsi.ca

Autorité des marchés financiers – For Quebec Residents Only

The Autorité des marchés financiers (AMF) is the body mandated by the government of Quebec to regulate the province’s financial markets and provide assistance to consumers of financial products and services. At any time after Step 3 of our Resolving Your Concerns Process, you can ask Peoples Group to send a copy of your complaint file to the AMF by completing a Request for the Transfer of a File form. This form, and other information about the AMF, is available on their website at www.lautorite.qc.ca/index.en.html. This option is only available to Quebec residents who choose to communicate with the AMF over OBSI. You may contact the AMF by:

Mail:
Autorité des marchés financiers
Place de la Cité, Cominar Tower
2640 Laurier Boulevard, Suite 400
Quebec, QC G1V 5C1

Phone:
Quebec Area Telephone: 418-525-0337
Quebec Area Facsimile: 418-525-9512

Email/Web: information@lautorite.qc.ca
Website: www.lautorite.qc.ca

Financial Consumer Agency of Canada – Federal Consumer Provisions

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure that they comply with federal consumer protection laws. The FCAC also helps educate consumers, and it monitors industry codes of conduct and public commitments designed to protect the interests of consumers.

The FCAC does not handle complaints involving service quality, loan and credit granting policies, contractual matters, or other general service issues. If you have a concern regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you may communicate your concern – at any time – to the FCAC, either in person, by letter, by telephone, or through its website at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9
Toll Free: 866-461-3222
FCAC Website: www.fcac-acfc.gc.ca