Step one
Complaints regarding the U.S. Bank Canada Branch should first be directed to us through one of the following methods:
By phone: 877-332-7461 (option 2)
Online: Contact us
By mail: U.S. Bank National Association
120 Adelaide St. West
Suite 2300
Toronto, Ontario
M5H 1T1
An acknowledgment of receipt of the complaint will be sent to you without delay following receipt of your inquiry. A representative of U.S. Bank Canada will subsequently contact you to address the problem.
Step two
If you’re not satisfied with the response from the Branch, you may contact the U.S. Bank Canada Branch Principal Officer in writing:
U.S. Bank National Association
120 Adelaide St. West
Suite 2300
Toronto, Ontario
M5H 1T1
If your complaint is not resolved within 14 days from the day we receive it, your complaint will be automatically escalated to the Principal Officer who will review your complaint and respond to you directly with a status update, request for additional information, or provide a final resolution.
Step three
If you're still not satisfied or a final response is not received within 56 days, you may then contact the Ombudsman for Banking Services and Investments (OBSI) for assistance at:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
obsi.ca
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks (financial institutions), for compliance with federal consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place.
If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled or 56 days have passed since you made your complaint, you can escalate the complaint to the following external complaints body: Ombudsman for Banking Services and Investments (see Step three above).
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail or telephone. FCAC uses information from consumer enquiries to support its mandate.
Website: canada.ca/fcac
Online form: canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Phone:
English: 866-461-FCAC (3222)
French: 866-461-ACFC (2232)
Outside Canada: 613-960-4666
Teletypewriter (TTY): 866-914-6097 or 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit srvcanadavrs.ca/en to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2
As required by section 627.47 of the Bank Act, U.S. Bank Canada confirms that the Principal Officer did not receive any complaints in 2024.