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:
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By mail |
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20 Queen Street West, Suite 2400 P.O. Box 8 Toronto, ON M5H 3R3 |
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Consumer Portal |
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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:
More information about the OBSI Consumer Portal can be accessed here. To log in to the Consumer Portal click here. |
| Firm Portal |
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All participating firms have access to the Firm Portal where they can access a broad range of features and services including:
More information about the Firm Portal can be accessed here. To log in to the Firm Portal click here. |
| Firm Helpdesk |
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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 |
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Media |
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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