Resolving your concerns

What you need to know about resolving your concerns.

The following are steps to guide you when you have a complaint:

Canadian Western Bank and its subsidiaries (collectively "CWB"), including its Motive Financial division, are required to adhere to certain standards in dealing with the public. These standards include the area of complaint handling, which is dealt with specifically below.

Motive Financial (Motive), a division of CWB, is committed to a high standard of customer service. Motive is proud of its reputation and we encourage you to tell us if you think we have been unsuccessful in dealing with you properly and fairly in any aspect of our business.

Our procedure for resolving your concerns.

Step 1 - Call Motive to raise your concerns
CWB encourages customers to raise questions or concerns with the branch or office where they do business as soon as they arise. We encourage you to do the same with Motive. Like our CWB branch network, Motive is supported by a Vice President who has the decision-making authority to resolve most problems.

You can contact us by email or call us toll-free at 1.877.441.2249.

Step 2 - Contact our Corporate Office
If Motive is unable to resolve the problem, you may contact CWB's Complaint Handling Officer as follows:

Complaint Handling Officer
Canadian Western Bank
Suite 3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Telephone: 780.423.8888
Toll-free Telephone: 1.888.423.8854
Fax: 780.423.8897

Step 3 - Contact the CWB Ombudsman
If your concerns remain unresolved after Steps 1 and 2, you may contact the CWB Ombudsman who is dedicated to providing an impartial and objective review of unresolved concerns. You may contact the CWB Ombudsman as follows:

CWB Ombudsman
Canadian Western Bank
Suite 3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Toll-free Telephone: 1.888.423.8854

Within five business days of receiving your inquiry, the CWB Ombudsman will write or call to advise you if and where your concern has been redirected, whether it has been resolved, or in more complex cases, what further steps are being taken and when you can expect a resolution.

Step 4 - Contact the Ombudsman for Banking Services and Investments (OBSI)
If your concern still remains unresolved after communication with the CWB Ombudsman, or if your concern is not resolved within 90 days after it is received by CWB, you may then contact the Ombudsman for Banking Services and Investments (OBSI), an organization independent of the financial services industry. You may contact the OBSI as follows:

Ombudsman for Banking Services And Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3
Toll-free Telephone: 1.888.451.4519
Toll-free Fax: 1.888.422.2865

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure compliance with federal consumer protection laws. The FCAC also helps educate consumers and monitors industry codes of conduct and public commitments designed to protect the interests of consumers.

At CWB, we comply with numerous consumer laws that protect you in a number of ways. For example, we will provide you with information about our complaint handling procedures; proper notice of Branch or Office closures that affect you; and when you open an account, information about interest rates and fees.

If you have a concern regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you can contact the FCAC as follows:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll-free Telephone: 1.866.461.3222 (en francais 1.866.461.2232)
Toll-free Fax: 1.866.814.2224

The FCAC will determine whether there is a problem with compliance by CWB and if so, what corrective measures are necessary. The FCAC does not become involved in matters of redress - all requests for redress must follow the problem resolution process set out in this brochure.


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