Reconsiderations

Complaints about the outcome of your case

OBSI endeavors to provide dispute resolution services that are fair, accessible, impartial, timely and responsive to banking and investment firm customers. If you believe we made a mistake in the investigation of your case or you have new information that was not previously available during the original investigation, you can request a reconsideration. While we understand you may be dissatisfied or disagree with our decision, we generally only change our original decision if we:

  • find the investigator made a mistake; or
  • receive previously unavailable information, that would lead us to make a different recommendation.

We must receive your request within 30 days from the date of our closing letter or mandate decision.

A reconsideration request must be made in writing by completing the form below.

Begin the reconsideration process

OBSI is committed to handling reconsideration requests in a fair and impartial manner. When you submit a reconsideration request, a Reconsideration Officer, who has not been previously involved in your case, will review your request.

We will acknowledge receipt of your request within five business days. Once assigned to your request, the Reconsideration Officer will:

  • review the information you have provided and may contact you to obtain further information; and
  • inform you of our decision and explain the reasons to you in writing, usually within 45 days of being assigned the request.

The suspension of the statutory limitation period in respect of a Complaint will end:

  • if a reconsideration is requested, when the reconsideration review has been completed by OBSI; or
  • if a reconsideration is not requested, when the time for requesting a reconsideration review has expired.

The decision of the Reconsideration Officer is final. OBSI's decisions and conclusions cannot be appealed to a court or other higher body. To maintain the independence and impartiality of our staff, our Board of Directors does not examine specific cases. When you use OBSI's services you do not give up any of your legal rights to pursue resolution in other forums such as in the courts.