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OBSI – Ombudsman for Banking Services and Investments

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On this page, you will find key information for consumers and financial firms who use our service. 

How OBSI can help

OBSI resolves disputes between participating banking services and investment firms and their customers if they can't solve them on their own. We are independent and impartial, and our services are free to consumers. You must first complain to the firm involved, but if you remain unsatisfied you have a right to bring your case to us. As an alternative to the legal system, we work informally and confidentially to find a fair outcome. A bank or federal credit union has up to 56 days and an investment firm or provincial credit union has up to 90 days to help you. If you are unsatisfied with their response to your concerns, OBSI can help resolve the dispute.

If you have an unresolved complaint against a financial services firm, you can contact us or fill out our online form. We're here to help. 

Click here to make a complaint

For information on how the complaint process works, please click here.

How to reach us and send us documents

Please reach out to us and send us documents by phone, electronically or by mail. If you want to open a new complaint, please complete our online complaint form here.

You can contact us:

By phone
  • Toll-free: 1 888 451-4519
  • Greater Toronto Area: 416 287-2877
  • TTY Telephone:  1 844 358-3442
By fax
  • Toll-free: 1 888 422-2865 
  • Greater Toronto Area: 416 225-4722 
By email

ombudsman@obsi.ca

By mail

20 Queen Street West, Suite 2400

P.O. Box 8

Toronto, ON M5H 3R3

Consumer Portal

OBSI's Consumer Portal helps make the complaint process easier for consumers and allows convenient online access to case details, all in one place.

The portal offers services such as:

  • 24/7, on-demand access to key information about your case in real-time
  • The ability to see the status of your case at each step
  • Personal information protected by a multi-factor authorization login process and strong password requirement
  • A secure method to send OBSI case information and documents electronically

More information about the OBSI Consumer Portal can be accessed here.

To log in to the Consumer Portal click here.

Firm Portal

All participating firms have access to the Firm Portal where they can access a broad range of features and services including:

  • 24/7 live access to key data and statistics about their firm's inquiries, active cases and closed cases.
  • Secure document upload capability for case documents required for active investigations.
  • Aggregated historical case data for the firm's sector to allow firms to analyse their case experience relative to their sector.
  • All key information management functions, allowing firms to independently manage their contact and administrative profile updates.
  • Firms in certain sectors can also manage their annual membership renewal, including calculating fees, generating and paying invoices, and viewing past invoices and payments.

More information about the Firm Portal can be accessed here.

To log in to the Firm Portal click here.

Tips for resolving client complaints

Firm Helpdesk

Our Firm Helpdesk is available to any participating firm who wants to talk to us informally about a complaint that hasn't yet been brought to OBSI, understand our general approach to a particular issue or problem, or access historical securities risk ratings from our database.

If you are a participating firm looking for guidance, we might be able to help you resolve a problem at an early stage.

Our Firm Helpdesk is open during regular business hours and can be reached at FirmHelpdesk@obsi.ca.

Membership related inquiries
  • Toll-free: 1 888 451-4519 x 2418
  • membership@obsi.ca

Media

publicaffairs@obsi.ca

Outreach to consumers and firms

Click here to learn more about how we can connect with your organization.

Hours of operation

Our service is available Monday through Friday from 8:30 a.m. to 5:00 p.m. We are closed on weekends and statutory holidays. 

How long our process takes

If you call or email us, we will get back to you within one business day.  

For cases we are investigating, we continue to close most banking cases in less than 60 days and most investment cases in less than 90 days. Some cases may take longer if they are complex or there are delays relating to availability or participation by the firm or consumer.

Our approaches

To help you understand more about how we approach the issues that we deal with most often, we have published a number of short documents outlining our approaches and highlighting some of the cases that we have helped resolve. 

To learn more about our approaches to different types of complaints, please click here.

To read case studies about cases that we have investigated, please click here.

Tips for resolving a complaint with your bank or firm effectively

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Ombudsman for Banking Services and Investments logo

Toll-Free Telephone: 1 (888) 451-4519
Greater Toronto Area: (416) 287-2877
TTY Telephone: 1 (844) 358-3442

Toll-Free Fax: 1 (888) 422-2865
Greater Toronto Area Fax: (416) 225-4722

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© 2017 Ombudsman for Banking Services and Investments (OBSI), 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto ON M5H 3R3

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