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.

COVID-19 (Coronavirus) ADRBO Service Update

The COVID-19 (coronavirus) pandemic is a rapidly evolving situation. ADRBO is taking active steps to support federal, provincial, and community efforts to reduce the spread of the virus. These are unsettling times, but we want you to know that protecting the health of ourcommunity – including those for whom we provide services, our staff and our greater local and world communities at large – is our top priority while ensuring business continuity.

We are implementing safety measures that follow government health recommendations while still being committed to ensuring uninterrupted service. Effective March 19, 2020, and until further notice, in accordance with the most recent public health guidelines and declared state of emergency, ADRBO staff will work remotely to meet the needs of consumers, member banks , and the public. We will continue to respond to your inquiries, open consumer complaint files, and investigate cases.

During this unprecedented time, we request that consumers, member banks, and members of the public communicate with us as much as possible solely by telephone and electronic (email) means. We may not be able to respond to correspondence received by mail, or otherwise responses to mail correspondence may be significantly delayed by postal delays and/or limits on movement. We will conduct all meetings and investigative interviews by telephone and/or videoconference.

We will provide you with updates on any changes to our services as we progress through this health crisis and stay abreast of updates from world leaders and health organizations.

We recognize the importance of access to information sources and encourage individuals seeking additional information about the virus to visit Health Canada, the Ontario Ministry of Health and Long-Term Care and Toronto Public Health.

We wish the best of health to our entire community and will ensure that our services in your lives remain as smooth as possible.

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