ADR Chambers Banking Ombuds Office (ADRBO) reviews complaints brought by customers of member banks after the customers have exhausted the bank’s internal complaint system and are not satisfied with the outcome. If a complaint falls within ADRBO’s mandate and a full investigation is warranted, an investigation is undertaken by one of ADRBO’s experienced, independent investigators. Upon the conclusion of an investigation, an investigator may make non-binding recommendations to the bank and complainant, which may include a recommendation for financial compensation.
ADRBO is a private company that operates independently from the participating banks. Its services are free of charge to those making the complaint. ADRBO is regulated as an External Complaints Body by the Financial Consumer Agency of Canada http://www.fcac-acfc.gc.ca, and is governed by the Bank Act and the Complaints (Banks, Authorized Foreign Banks and External Complaints Bodies) Regulations.