Complaints Process FAQs

• The Bank or Insurance company has completed its review and communicated its findings to the customer or
• The Bank or Insurance company did not achieve a resolution by a time period determined by the Ombudsman and
• The Bank or Insurance company has informed the Complainant, in writing, of the existence of the Ombudsman and of the time limitation.

The act or omission resulting in the complaint must have occurred on or after January 1, 2003 in the case of a banking complaint; and after January 1, 2004 in the case of an insurance complaint.

The customer may file a complaint for a problem occurring before those dates only if the complainant was not aware of it and could not have been made aware of it before those dates.