Important note for U.S. customers:
This customer complaint handling process and the Customer Complaint Appeal Office (CCAO) is available to Canadian customers only. If you're a U.S. customer please
We’re here to help - Complaint Handling Process
B M O Financial Group’s complaint handling process is outlined in the brochure We’re here to help - Complaint Handling Process (PDF, 447 K), which is available online and at all B M O Bank of Montreal branches. It outlines the complaint handling process for customers in Canada and is designed to put you in touch with the people who can help.
Whenever you need to talk to us, we'll be here to help.
You come first in everything we do. If you 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, because retaining your confidence is very important to us.
This page is divided into three sections: Banking Complaints, Investment Complaints and Insurance Complaints and outlines how to escalate each type of complaint. Please refer to the section that your complaint relates to, so your concerns are referred to the right team.
Please refer to this section if your complaint relates to:
- Chequing and Savings Accounts
- Overdraft Protection
- Credit Cards
- Mortgages, Loans and Lines of Credit
- GICs and Term Deposits
- Business Banking
- Commercial Banking
- Travel & Creditor Insurance
B M O’s complaint handling process is comprised of three steps.
The first step of the complaint handling process begins when you share your concerns with a B M O representative at a branch, B M O office, or by calling the B M O Bank of Montreal Customer Contact Centre. We will provide you with an acknowledgement that we have received your complaint and will work to address your complaint quickly, efficiently, and professionally.
If we are unable to resolve your complaint within 14 days from the date you raised it, your complaint will be escalated to the second step of the complaint handling process, where it will be reviewed by a senior officer of the business. You can also request to escalate your complaint directly to a senior officer if you are dissatisfied with the outcome or at any time during the process by contacting the applicable office as outlined in the section titled, “Step 2: Escalate to a Senior Officer” below.
You will receive a response from a senior officer as quickly as possible. If you are not satisfied with the outcome, you may escalate your complaint to the Customer Complaint Appeal Office (CCAO), which is the third and final step in the complaint handling process. If you are not satisfied with the outcome, you may escalate your complaint externally to the Ombudsman for Banking Services and Investments.
If your complaint is reviewed by the CCAO and if we cannot resolve your complaint internally within 56 days from the date we received your complaint, we will notify you of the potential delay and you will have the option to raise your complaint to the Ombudsman for Banking Services and Investments. Contact details for raising concerns are as follows:
Note: When contacting us electronically do not send personal and/or financial information via unsecured email.
1. Sharing your Concern
Talk to a BMO representative. You can raise your concerns, including privacy concerns, at a BMO branch or office where you normally conduct your business or, alternatively, you can contact:
B M O Bank of Montreal Customer Contact Centre
Personal Banking*
Call: 1-877-225-5266
Business Banking Services*
Call: 1-877-262-5907
B M O Credit Cards*
Call: 1-800-263-2263
*For clients who are deaf or hard of hearing, B M O supports calls (24/7) from third party relay service providers trained to relay communications through message relays (MRS) or video relays (VRS).
B M O Platinum Banking
Contact the Relationship Manager indicated on your account statement.
Call: 1-800-844-6442
Visit: bmo.com/privatewealth
BMO Creditor & Travel Insurance Products
(For insurance products offered through the Bank of Montreal including on mortgages, lines of credit and BMO Credit Cards)
Contact the BMO Bank of Montreal Customer Contact Centre Call: 1-877-225-5266
2. Escalate to a Senior Officer
If your complaint is unresolved after following Step 1 of the process or you wish to escalate your complaint sooner than 14 days, you can escalate your complaint directly to a senior officer as follows: For matters relating to Personal and Business Banking, please contact:
B M O Bank of Montreal
Senior Officer c/o Resolution Office
Call: 1-800-372-5111
P.O. Box 3400, RPO Streetsville
Mississauga, Ontario, L5M 0S9
If your concerns relate to Commercial Banking, please contact:
B M O Commercial Banking Headquarters
Email: NACom.Compliance@bmo.com
If you are a B M O Platinum Banking customer, please contact:
B M O Platinum Banking
Senior Officer c/o B M O Platinum Banking Headquarters
1 First Canadian Place, P.O. Box 150, Toronto, ON M5X 1A1
Email: PlatinumBankingComplaints@bmo.com
For matters relating to Personal and Business Banking Collections, please contact:
Account Management Unit
Senior Officer c/o Resolutions Department
PO Box 3100 Streetsville ON, L5M0S1
Email: AMU.Resolutions@bmo.com
B M O Creditor and Travel Insurance
Office of the President
60 Yonge Street, Toronto, ON M5E 1H5
Call: 1-866-488-2595
Email: CreditorInsurance.Complaints@bmo.com