We have established procedures for customers that wish to bring a concern to our attention and encourage you to follow the complaint procedures outlined here.
We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. We will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days from the date that the complaint was received. In the event that we are unable to respond within that time period, a notice will be provided to you outlining the reasons for the delay and the estimated completion date of the investigation and you will also have the right to contact the Ombudsman for Banking Services and Investments.
If you should have any complaint, please address your complaint in writing to the attention of:
Chief Operating Officer
PNC Bank Canada Branch
130 King Street West, Suite 2140
Toronto, Ontario, Canada
If your complaint remains unresolved or has not been resolved to your satisfaction by PNC Bank Canada Branch, you may contact the Ombudsman for Banking Services and Investments as outlined below.
The Ombudsman for Banking Services and Investments can be reached at:
401 Bay Street, Suite 1505, P.O. Box 5
Toronto, Ontario M5H 2Y4
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
The Financial Consumer Agency of Canada ("FCAC")
The Financial Consumer Agency of Canada (“FCAC”) supervises federally regulated financial institutions to ensure that they comply with federal consumer protection laws. The FCAC also helps to educate consumers and monitors industry codes of conduct and public commitments designed to protect the interests of the consumers. If you have a complaint in respect to a violation of a consumer protection law, a public commitment or an industry code of conduct, you may contact the FCAC as follows:
Financial Consumer Agency of Canada
6th Floor, 427 Laurier Ave, West
Ottawa, Ontario, Canada
Toll Free: 1-866-461-3222
The FCAC will determine whether the financial institution is in compliance with federal consumer protection laws. It will not provide redress or compensation and does not have involvement in individual disputes.
Coercive Tied Selling
The Bank Act requires banks to inform customers in plain language that coercive tied selling is illegal.
To comply with the law, PNC Bank Canada Branch is providing information explaining what coercive tied selling is.