CWB Canadian Western Bank Group

Resolving your concerns

Steps to guide you when you have a complaint

We are committed to taking your complaints seriously, handling them appropriately and providing you with a high standard of customer service. We are proud of our reputation and encourage you to tell us if you think we have been unsuccessful in dealing with you properly and fairly in any aspect of our business.

The CWB Group of companies is required to adhere to certain standards in dealing with the public. These standards include how we handle client complaints. Learn more about our steps for resolving your concerns below.

*In the steps below, Canadian Western Bank and its partner companies are referred to collectively as “CWB."

Talk to the branch or office where you do business.

We encourage clients to raise questions or concerns with your local branch or office as soon as they arise. Each location is supported by a leader with the decision-making authority to resolve most problems.

If you have a concern about an investment you purchased through a deposit broker representing Canadian Western Bank, you can contact one of our Deposit Processing Centers:

Toll-free Phone: 1.800.806.8888 (Edmonton) or 1.800.663.1000 (Vancouver)
Website: CWB Deposit Broker

If you have a concern about a CWB Business VISA issued by Peoples Trust Company, you may contact 1-866-317-0356 in addition to speaking to your branch. If your concern is not adequately addressed by these avenues, you may also contact the Peoples Trust Company Complaints Officer and follow the subsequent steps provided for under Peoples Trust Company’s Complaint Handling Process.


Contact our corporate office.

If your local branch or office isn’t able to resolve the problem, you can contact our corporate office:

Complaint Handling Officer
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Toll-free phone: 1.888.423.8854
Fax: 780.423.8897
Email: concerns@cwbank.com

Contact the CWB Ombudsman.

If your concerns are still unresolved after Steps 1 and 2, you can contact the CWB Ombudsman, who is dedicated to provide an impartial and objective review of unresolved concerns:

CWB Ombudsman
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Toll-free phone: 1.888.423.8854
Email: graham.gilbert@cwbank.com

Within five business days of receiving your inquiry, the CWB Ombudsman will write or call to advise you if and where your concern has been redirected, and whether it has been resolved. In more complex cases the Ombudsman many outline what further steps are being taken and when you can expect a resolution.

Contact the Ombudsman for Banking Services and Investments (OBSI).

If your concern is still unresolved after contact with the CWB Ombudsman, or within 90 days after it's received by CWB, you may then contact the OBSI, an organization independent of the financial services industry:

Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, Ontario M5H 2Y4
Toll-free phone: 1.888.451.4519
Toll-free fax: 1.888.422.2865
Email: ombudsman@obsi.ca
Website: www.obsi.ca

CWB and the Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial institutions like CWB to make sure we comply with federal consumer protection laws. The FCAC also helps educate consumers, and monitors industry codes of conduct and public commitments designed to protect your consumer interests.

At CWB, we comply with a number of consumer laws designed to protect you. For example, we will provide you with information about our complaint handling procedures, proper notice of branch closures that affect you and information about interest rates and fees when you open an account.

If you have a concern regarding a potential violation of a consumer protection law, a public commitment or an industry code of conduct, you can contact the FCAC:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll-free phone: 1.866.461.3222 (en français 1.866.461.2232)
Toll-free fax: 1.866.814.2224
Website: www.fcac-acfc.gc.ca

The FCAC will determine whether there is a problem with our compliance and if so, what corrective measures we need to take. The FCAC doesn’t become involved in matters of redress. All requests for redress must follow the problem resolution process outlined in tabs one to four.