Complaint Resolution

Bank West strives for customer satisfaction in all transactions with customers. If any customer has a complaint we endeavor to resolve the problem using the following process:

Initial complaint
If the person you speak to is not able to resolve your concern to your satisfaction, please speak to the Manager, who has the authority to resolve the majority of problems that arise.

Bank West Ombudsman
If the Manager has been unable to resolve your complaint satisfactorily please contact the Bank West Ombudsman (Blair McAuley), who reports directly to our CEO and has been appointed to provide an impartial review of unresolved customer complaints. You can contact our Ombudsman as follows:

Telephone: 1-888-440-2265
Fax:  403-652-2237
e-mail:  blair.mcauley@bankwest.ca

Independent Ombudsman 
An independent Banking Ombudsman has been appointed to serve the interests of customers of Canadian banks. If Bank West efforts have been unable to resolve your compliant to your satisfaction, you may wish to contact the Ombudsman for Banking Services and Investments at: 1-888-451-4519

Other help
Contact the Financial Consumer Agency of Canada (FCAC). The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws.  For example, financial institutions must provide consumers with information about fees, interest rates, and complaint handling procedures.  If you have a complaint about such a regulatory matter, you can access www.fcac-acfc.gc.ca or contact the FCAC in writing at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, ON  K1R 1B9

Telephone: 1-866-461-3222