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Single ECB transition - FAQs

Starting November 1, 2024, consumers of all Canadian banks can escalate any complaints that they have not been able to resolve with their bank to OBSI for an independent investigation and resolution.

This is a change from the previous system in which there were two external complaint bodies (ECBs) – OBSI and ADRBO.

Previously five Canadian banks used ADRBO as their ECB (Royal Bank of Canada, TD Bank, Scotiabank, National Bank of Canada, and Tangerine Bank). Prior to October 31, 2024, customers of these banks could escalate their complaints to ADRBO.  Since November 1, 2024, they can now escalate their complaints to OBSI.

ADRBO has the mandate to review complaints where the ADRBO Consent Letter was received by them from the consumer before 11:59 pm EDT on October 31, 2024. OBSI has the mandate to review complaints where the OBSI Consent Letter is received from the consumer on or after November 1, 2024.

The Consent Letter is a standard document that consumers sign to allow an ECB to begin investigating their complaint. In this letter, the consumer gives their permission to the ECB to exchange information about them and their complaint with the bank involved and ensures that the consumer using the service has important information about the ECB process.

In 2022, the Canadian government announced that Canada would be moving from a multiple-ECB system to a single-ECB system for banking complaints. In early 2023, the Financial Consumer Agency of Canada conducted an open and transparent application process to identify the single ECB. In October 2023, the federal government announced the designation of OBSI to be the sole ECB for Canadian banks and their customers effective November 1, 2024.

The move to a single ECB addresses findings from FCAC’s 2020 report on the Operations of External Complaints Bodies, which found that Canada's multiple-ECB model introduced inefficiencies and complexities and was not consistent with international standards. 

OBSI is a government-approved ECB that provides financial dispute resolution services to over 1500 participating financial services firms and their customers. OBSI has been providing services to Canadian bank consumers since 1996 and serves over 120 Canadian banks and credit unions and their customers. 

ADRBO is a government-approved ECB that provided services to Canadian bank consumers from 2009 until this change. ADRBO provided these services to five Canadian banks and their customers. They have extensive information on their website at www.bankingombuds.ca.

Previously, five Canadian banks used ADRBO as their ECB (Royal Bank of Canada, TD Bank, Scotiabank, National Bank of Canada, and Tangerine Bank). Customers of these banks could escalate their complaints to ADRBO until October 31, 2024, and beginning on November 1, 2024, they can escalate their complaints to OBSI.

Digital Commerce Bank was previously a member of ADRBO but has been a member of OBSI since mid-2024.  All escalated complaints from Digital Commerce Bank customers have been considered by OBSI since then.

In announcing the transition, the government provided banks over a year to prepare. Banks used this time to develop and implement transition plans in consultation with ADRBO and OBSI and they worked with FCAC to ensure appropriate oversight and coordination of the transition.

In announcing the transition, the government provided ECBs over a year to prepare. OBSI invested significant resources in developing operational efficiencies, system and process improvements, and workforce growth to ensure that it was ready to meet the needs of all consumers and Canadian banks following the transition.

ADRBO is committed to serving the needs of consumers who reached out to it for assistance prior to November 1 and to completing all open investigations efficiently and thoroughly.

Both ECBs worked with FCAC to ensure appropriate oversight and coordination of the transition.

FCAC worked with OBSI, ADRBO, and all transitioning banks to develop an operational transition plan for all impacted stakeholders. This plan was designed to ensure that the transition proceeded in an orderly way and had three key objectives:

  1. That OBSI would be fully operationally capable of managing the intake and investigation of all escalated complaints of all Canadian banks within the timeframes established in the Bank Act.
  2. That all Canadian banks would have appropriate systems and communications in place to support their customers’ ability to escalate to OBSI.
  3. That consumers who escalated complaints during the transition period were treated fairly.

FCAC also worked individually with each organization to ensure appropriate preparation for the transition. 

Starting November 1, 2024, you can escalate your complaint to OBSI right away if you have a final response letter from your bank or if 56 days have passed since you complained to your bank.

You have up to 180 days from the date you received the final response letter from your bank to escalate your complaint.

OBSI will open any complaint that is within its mandate that is escalated to it on or after November 1, 2024, unless the consumer already escalated their complaint to ADRBO and signed the ADRBO Consent Letter.

ADRBO is able to review any complaint where it received a signed Consent Letter from the consumer by 11:59 pm EDT on October 31, 2024.

ADRBO is committed to completing the investigation and resolution of any complaints escalated to it before November 1, 2024. 

No. The ECB process is entirely voluntary, so you can withdraw from the ADRBO process any time. However, if you have started your complaint escalation at ADRBO, you will be expected to complete it at ADRBO and you will not be eligible to reopen it at OBSI.

No. You must escalate your complaint to an ECB within 180 days of the date on your bank’s final response letter.

We will need to see evidence of the date on which you complained to your bank. If you are able to submit clear evidence that you complained to your bank and at least 56 days has passed, we can consider your complaint.

Yes. You are within the 180-day time limit, and we will consider your complaint. 

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