Resolving Consumer Complaints

Whenever you need to talk to us, we'll be here to help.

At DCBank, our customers come first in everything we do. If you do have a complaint, we encourage you to let us know and give us the opportunity to resolve the issue. We promise to address your complaint quickly, efficiently and professionally.

Dispute Resolution Process

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

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.

A friendly and knowledgeable DCBank representative is available for you 24 hours a day, 7 days a week at 1-888-466-4043.

If you are not satisfied with the response you get where the problem originated, ask to speak with the manager, team leader or senior officer present. They will have the authority to solve most problems immediately.

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 Customer Service Manager.

DCBank
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Attention: Customer Service
Phone: 1-888-466-4043
Email: complaints@dcbank.ca

Once we receive your complaint, we will do our best to resolve the issue quickly, typically within five business days. If it takes longer, we will contact you and follow up accordingly.

When contacting us, please include a telephone number and email address where you can be reached.

If the issue is not resolved after consulting the Customer Service Manager, you are encouraged to write to the Ombudsman. The Ombudsman has been appointed to undertake an impartial review of all unresolved customer complaints. Please explain in your letter what steps you have been taken, and why the problem has not been adequately resolved to your satisfaction.

DCBank
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Attention: Ombudsman
Email: ombuds@dcbank.ca

The Ombudsman’s Office does not generally investigate concerns regarding:

  • Bank policies, including risk management decisions
  • Interest rates, service charges or fees that apply to all customers
  • Matters where legal action has already commenced or been concluded

DCBank uses ADR Chambers Banking Ombudsman’s office (ADR Chambers) as an external arbiter of complaints. ADR Chambers is completely independent from DCBank. Please contact ADR Chambers for further review of your complaint if you are still unsatisfied.

ADR Chambers Banking Ombudsman’s Office
112 Adelaide Street East
Toronto, Ontario
M5C 1K9
Phone: 1-800-941-3655
Toll Free Fax: 1-877-307-0014
Website: www.bankingombuds.ca

Contacting the Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws and voluntary commitments and codes of conduct. For example, financial institutions are required to provide consumers with information about complaint handling procedures, fees, interest rates and branch closures.

If you have a complaint concerning a consumer protection law or a voluntary commitment or code of conduct, you may contact the FCAC at:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Call (English): 1-866-461-FCAC
Call (French): 1-866-461-ACFC (2232)
Visit: www.fcac-acfc.gc.ca

Note: The FCAC does not provide redress or compensation and cannot get involved in individual disputes.
For a complete listing of federal consumer protection laws, voluntary commitments and codes of conduct, visit www.fcac-acfc.gc.ca

Complaint Disclosure

From April 1, 2015 to March 31, 2016 DCBank disclosed the following information:

The number of complaints dealt with by the Customer Service Manager — One (1)

The average length of time taken by the Customer Service Manager to deal with complaints — Four (4) days

The number of complaints that, in the opinion of the bank, were resolved by the Customer Service Manager in accordance with DCBank procedures to the satisfaction of the persons who made the complaints — One (1)