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            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 Financial 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."

            On this page:

            Step 1 Branch Step 2 Corporate Step 3 Ombudsman Step 4 OBSI FCAC

            Step 1 Branch

            Step 1 Branch

            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 our Deposit Processing Center:

            If you have a concern about a CWB Business VISA issued by Collabria, you may contact 1-855-341-4643 in addition to speaking to your branch. If your concern is not adequately addressed by these avenues, you may also contact Collabria directly by email at [email protected].

            Step 2 Corporate

            Step 2 Corporate

            Contact 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: [email protected]

            Step 3 Ombudsman

            Step 3 Ombudsman

            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: [email protected]

            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 may outline what further steps are being taken and when you can expect a resolution.

            Recent activity of CWB Ombudsman

            Activity of CWB’s Ombudsman in our most recent fiscal year (ending October 31, 2018) is as follows:

            • Cases opened for Canadian Western Bank: 2
            • Cases opened for Canadian Western Trust or Valiant Trust Company: 0
            • Cases closed: 2
            • Average length of time to provide recommendation to a validly escalated concern: 25 days
            • Cases where the Ombudsman’s recommendation fully agreed with the concern: 1
            • Cases where the Ombudsman’s recommendation partially agreed with the concern: 0
            • Cases where the Ombudsman’s recommendation did not agree with the concern: 1

            Step 4 OBSI

            Step 4 OBSI

            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)
            20 Queen Street West, Suite 2400
            P.O. Box 8
            Toronto, Ontario M5H 3R3
            Toll-free phone: 1.888.451.4519
            Toll-free fax: 1.888.422.2865
            Email: [email protected]
            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 fran?ais 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.