Resolving Complaints

RESOLVING YOUR COMPLAINT

Our goal is to provide excellent customer service and to maintain your confidence and satisfaction. If you have a complaint, we want to address it in the most efficient and professional manner possible. Here’s a quick and easy step-by-step reference to ensure your concern receives the attention it deserves.

Here is a quick and easy step-by-step reference to ensure your concern receives the attention it deserves.

Step 1: Start at the Source

If a problem occurs, it is generally easier to check the facts and come to a resolution at the point where the problem originated. This may simply entail a quick telephone call or a visit to the agent location or office in question. DCBank’s call center is available for you 24 hours a day at 1.844.836.6040 or email us at customersupport@dcbank.ca.

If your complaint is about the privacy of your personal information you may contact DCBank’s Chief Privacy Officer:

Step 2: Escalate the Complaint

If your problem is not resolved to your satisfaction with your first contact, we encourage you to escalate your complaint by telephone, mail, fax or email to the Client Care Centre Manager.

Once we receive your complaint, we will do our best to resolve the issue quickly. When contacting us, please include a telephone number and email address where you can be reached.

Step 3: Appeal to the Complaints Appeal Officer

You may appeal your complaint by contacting the Complaints Appeal Officer in writing if you are unsatisfied with the resolution provided by the Client Care Centre Manager. Please explain why the problem has not been adequately resolved to your satisfaction.

Step 4: Additional Consumer Resources External to DCBank

ADR Chambers Banking Ombuds Office (ADR Chambers) is DCBank’s external complaints body. ADR Chambers is independent from DCBank and can provide you with information and further review of your complaint if you are still unsatisfied or if your complaint has not been resolved or closed within 56 days from the day the complaint was made.

Contacting the Financial Consumer Agency of Canada ("FCAC")

The FCAC supervises all federally regulated financial institutions to ensure that they comply with federal consumer protection provisions. It also educates consumers and monitors industry codes of conduct and public commitments designed to protect consumer interests.

These consumer protection provisions cover a variety of operating practices that directly affect clients. For example, financial institutions are required by law to provide consumers with information about their fees and complaint handling procedures.

Specific complaints made in writing will be assessed by the FCAC on a case-by-case basis to determine whether a federal consumer protection issue exists, and if so, what necessary action should be taken. Regulatory complaints should be submitted in writing:

The FCAC's web site provides a complete listing of federal consumer protection laws.

Contacting the Office of the Privacy Commisioners of Canada

If your complaint relates to a privacy related matter, you may contact: The Office of the Privacy Commissioner of Canada at 1-800-282-1376 or priv.gc.ca

FEEDBACK: Tell Us How We Did

We encourage you to give us feedback about your experience dealing with your complaint by telephone, mail, fax or email to the Client Care Centre Manager.

Complaint Disclosure

From January 1, 2021 to December 31, 2021, DCBank disclosed the following information:

Point 1.

The number of complaints dealt with by the Bank’s Ombudsman - Eleven (11)

Point 2.

The average length of time taken by the Bank’s Ombudsman to deal with the complaint - Five (5) days

Point 3.

The number of complaints that, in the opinion of the bank, were resolved by the Bank’s Ombudsman in accordance with DCBank procedures to the satisfaction of the persons who made the complaints - Eleven (11)