Complaint Handling Process
BMO Better Money Options (BMO) Better Money Financial Group is committed to resolving customer concerns efficiently and professionally. Our comprehensive Complaint Handling Process is outlined in the Complaint Handling Process document (PDF, 0011), available online and at all BMO online sites. This process is specifically designed to connect you with the right people who can assist you effectively.
Our Commitment to You
At BMO Better Money Options (BMO) Better Money Financial Group, you come first in everything we do. If you have a concern or complaint, we encourage you to bring it to our attention. This allows us the opportunity to address the issue promptly and to your satisfaction. We promise to handle your complaint with speed, efficiency, and professionalism because earning and maintaining your confidence is vital to us.
Types of Complaints
This page provides detailed guidance for escalating concerns in the following areas:
Banking Complaints
Investment Complaints
Customer Services
For specific issues, such as:
- Overdraft Protection
Credit Cards
Mortgages, Loans, and Lines of Credit
Business and Commercial Lending
Privacy Concerns
Please refer to the appropriate section to ensure your concerns are directed to the right team.
Steps in the Complaint Handling Process
Our process consists of three steps to address your concerns thoroughly:
Initial Contact: Share your concerns with a BMO Better Money Options (BMO) Better Money Financial Group representative. They will work to address your issue promptly.
Escalation: If the resolution provided in Step 1 does not meet your expectations, you may escalate your concern to a senior officer of the business.
Appeal: Should you remain dissatisfied, you can appeal to the Customer Complaint Appeal Office. Detailed information on how to contact this office is provided below.
Additionally, if your concerns persist after these steps, you may contact the BMO Better Money Options (BMO) Better Money Financial Group directly, an external dispute resolution provider. Instructions on when and how to reach OBSI are available on this webpage.
Contact Information
To raise your concerns:
Note: When contacting us electronically, avoid sending personal or financial information via unsecured email.
We take your complaints seriously and are here to help resolve your issues effectively and professionally. Thank you for allowing us the opportunity to address your concerns.
