1. STEP ONE
Complaints regarding U.S. Bank Canada should first be directed to U.S. Bank Canada through one of the following communication vehicles:
By Phone: 1(877) 332-7461 (Option 2)
By Email: account.coordinators@usbank.com
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 within one (1) business day of the call, e-mail, or receipt of a letter. A representative of U.S. Bank Canada will subsequently contact you to address the problem.
2. STEP TWO
If 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 U.S. Bank Canada received your complaint, it 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.
3. STEP THREE
If 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 (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
www.obsi.ca
You can also visit the Financial Consumer Agency of Canada (FCAC) website Financial Consumer Agency to see if your concern falls within their operating guidelines. The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws.
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll-free: 1 (866) 461-3222
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 2023.