Office of the Chief Complaints Officer

What is the Office of the Chief Complaints Officer?

Equitable Bank’s Chief Complaints Officer is appointed by and reports to the Bank’s CEO and Board of Directors, with the mandate to receive and handle customer complaints regarding the Bank’s products and services that could not be resolved in the first two steps of the Bank’s Customer Complaint Handling Procedures (CCHP).

What is the mandate of the Office of the Chief Complaints Officer?

Working closely with both customers and the Bank’s relevant Business Units, the Office of the Chief Complaints Officer independently and thoroughly conducts a full investigation of customer complaints, subject to certain limitations, and assists the parties in reaching a fair, reasonable and transparent resolution.  

The Office of Chief Complaints Officer is committed to providing an impartial and unbiased recommendation based on all the evidence available from all parties. Customers who remain dissatisfied are free to pursue external recourse, including to the external complaints body, if a settlement is not reached.

How can the Office of the Chief Complaints Officer help?

If your issue has not been resolved by the first two steps of Equitable Bank’s CCHP, you may wish to submit your complaint in writing to the Office of the Chief Complaints Officer.  

Once we receive your written complaint, we will acknowledge your request within 48 hours. We will do an initial assessment to confirm that the matter falls within the mandate of our office. By submitting your complaint, you provide us with permission to discuss your issue with the relevant Equitable Bank Business Unit. If your complaint is within our mandate and has been through the first two steps of the CCHP, we will begin a full investigation. Most investigations are concluded within 4 - 6 weeks. However, some issues may have a lengthier investigation period, and we will keep you informed of our progress. We will provide you with our recommendation in writing. Any recommendations we make are non-binding and parties are free to accept or reject them and pursue other options for resolution. 

As noted above, some matters fall outside of the Office of the Chief Complaints Officer’s mandate. These include credit granting policies or lending decisions; matters of policy such as interest rates, service fees and account closures; issues that are in litigation or have been decided by the courts; and transactions for which Bank records no longer exist (usually after six or seven years).    

The Chief Complaints Officer may, however, investigate such complaints to determine whether proper procedures were followed by Equitable Bank.

How to contact the Office of the Chief Complaints Officer?




Chief Complaints Officer
30 St. Clair Avenue West, Suite 700
Toronto, ON M4V 3A1


View the Chief Complaints Officer Annual Report