ADRBO

Established in 2009

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 an industry ombudsman 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.

ADR Chambers Banking Ombuds Office - ADRBO

Vision

To develop Canada’s most effective process (accessible, clear, easy to use) for ensuring fairness in individual cases and for handling complaints of injustice.

Mission

To provide the highest quality service to Canadian consumers through innovation, professionalism and responsiveness.

Values

  • We serve a public good.
  • We will always protect our independence, impartiality and the privacy of those we serve.
  • We champion fairness for those who feel they have been treated unfairly.
  • We always strive to make our processes more accessible and transparent.
  • We are responsive to the needs of those we serve, ensuring they feel heard and understood.
  • Everyone we serve should feel he or she has dealt with a fair and balanced process.
  • We act with integrity, at every step of our process.
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