Customer Complaint Resolution Procedures

 
 


Industrial and Commercial Bank of China (Canada) is committed to provide you with the best customer experience. If our service does not meet your expectations, please follow the process below:


Step 1:
Contact the Operation Officer or Branch Manager of your home branch. Please click here for contact information of our branches.


Step 2:
If your complaint remains unresolved for 30 days, please contact our Complaints Officer at:

Complaints Officer

Bay Adelaide Centre, West Tower

Suite 3710, 333 Bay Street,

Toronto, Ontario

Canada M5H 2R2

Facsimile: 416-607-2000
E-mail address: complaint@icbk.ca


If your concern remains unresolved after step 1 and 2, you may contact an external independent body for further assistance.


External Independent Bodies:
Industrial and Commercial Bank of China (Canada) is also a member of the independent Ombudsman for Banking Services and Investments (OBSI).  If your concern remains unresolved, you can contact OBSI :

Ombudsman for Banking Services and Investments

401 Bay Street, Suite 1505

P.O.Box 5

Toronto, Ontario M5H 2Y4

Telephone: 1-888-451-4519 (toll-free line)
Facsimile: 1-888-422-2865 (toll-free line)
Website: www.obsi.ca
E-mail address: ombudsman@obsi.ca


If your complaint involved legislated consumer provision, you may contact the Financial Consumer Agency of Canada (FCAC).  For more information on the FCAC, please contact :

Financial Consumer Agency of Canada

427 Laurier Avenue West, 6th Floor

Ottawa, Ontario K1R 1B9

Telephone: 1-866-461-3222 (English toll-free line)
1-866-461-2232 (French toll-free line)
Facsimile: 1-866-814-2224
Website: www.fcac-acfc.gc.ca
E-mail address: info@fcac-acfc.gc.ca (general inquiries)


If you have unresolved complaints about the way in which personal information is collected, used or disclosed by the Bank, you may contact The Office of the Privacy Commissioner of Canada (OPC) at:

Office of the Privacy Commissioner of Canada

30 Victoria Street

Gatineau, Quebec K1A 1H3

Telephone: 1-800-282-1376 (toll-free line)
819-994-5444
Facsimile: 819-994-5424
Website: www.priv.gc.ca