Complaint Processing in the Financial Sector: Consumer Accessibility (in French only)


Sophie Roussin


Union des consommateurs




The present study identifies and examines complaint processing services in the banking sector, discusses the issues surrounding those services, and suggests solutions for maximizing the accessibility and effectiveness of complaint processing services in the banking sector. The first chapter draws a general portrait of dispute resolution services in Canada’s financial institutions and examines consumers’ motives for using those services. The first chapter includes examples of complaint processing procedures established in financial institutions abroad. The second chapter presents in detail the various services available for processing consumer complaints about their financial institutions. This chapter examines the services provided by the financial institutions, then by the ombudsmen of financial institutions, credit cooperatives and credit unions, and finally by the Ombudsman for Banking Services and Investments (OBSI) and the Autorité des marchés financiers (AMF). The second chapter also focuses on various other players: the Financial Consumer Agency of Canada and the Financial Services
Ombuds Network. Throughout the first and second chapters, we present the results of an online survey investigating consumers’ reasons for complaining to their financial institution, their knowledge of the various dispute resolution services, and their satisfaction with those services. Our survey demonstrates, notably, that a majority of consumers aren’t aware of the complaint processing procedures of financial institutions, nor the organizations that offer a complaint processing service. The third chapter examines various solutions for ensuring that such consumer services are accessible and effective. Our research demonstrates shortcomings in the banking sector’s publicizing of information about complaint processing services and in the effectiveness of those services.

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French only

OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

Union des consommateurs
7000 Parc Ave, Suite 201
Montreal, QC  H3N 1X1
(514) 521-6820
(514) 521-0736

Source: Consumer Policy Research Database

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