Complaint Escalation Steps
Our management and staff have the knowledge and experience to assist customers with their inquiries and concerns.

MonCana Bank of Canada Customer Service can be contacted at:
Phone: 1-403-263-2265
Fax: 1-403-263-2236
Email: customerservice@MonCana.com

However, in the event that the concern has not been addressed to satisfy the customer, the following methods are available:
• Have the customer service representative refer the concern and the customer to the appropriate manager of the department;
• Alternatively, customers may submit their complaint in writing to:
MonCana Bank of Canada,  Suite 600 777 – 8 Avenue S.W. Calgary, Alberta T2P 3R5

If the concern remains unresolved after the above mentioned resolution steps have been followed, customers can contact MonCana Bank of Canada’s Ombudsman at the following:
Ombudsman
MonCana Bank of Canada
Suite 600 777 – 8 Avenue S.W.
Calgary, Alberta T2P 3R5
Email: Ombudsman@MonCana.com

If you remain dissatisfied with the final outcome reached by MonCana Bank of Canada, the customer may contact the Ombudsman for Banking Services and Investments (OBSI). The OBSI is an independent office responsible for assisting Canadians with banking concerns. Customers can appeal to the OBSI office to act as mediator to conclude the matter. The OBSI will only consider a consumer complaint given that all of the previous options have been completed by the customer.

Ombudsman for Banking Services & Investments (OBSI)
P.O. Box 896, Station Adelaide
Toronto, ON M5C 2K3
Toll free fax: 1-888-422-2865
Web: http://www.obsi.ca

If you have a complaint regarding a potential violation of a consumer protection law, you may contact the Financial Consumer Agency of Canada (FCAC) at any time in writing at:

6th Floor, Enterprise Building 427
Laurier Avenue West Ottawa, ON K1R 1B9

Please note that FCAC does not become involved in matters of business acquisition or compensation and all such requests must follow the process as set out above.