Mistakes, Complaints and Official Sources
How to complain about a credit card in Canada: your bank, OBSI and the FCAC
The complaint route for credit card problems in Canada: the issuer's internal process, OBSI as the external body for banks since November 2024, the FCAC's role and Quebec and provincial routes.
To complain about a credit card issued by a bank, start with the bank's own complaint process; if it does not resolve the complaint to your satisfaction or within the required time, take it to the Ombudsman for Banking Services and Investments (OBSI), which since 1 November 2024 has been the single external complaints body that every bank must belong to. OBSI's service is free. The Financial Consumer Agency of Canada (FCAC) supervises whether banks follow federal consumer protection law, but it does not resolve individual complaints or award compensation. For cards issued by credit unions, caisses or retailers' non-bank lenders, provincial routes apply, including the Office de la protection du consommateur in Quebec.
This guide belongs to credit card mistakes and official sources.
Step 1: complain to the issuer
Under the Bank Act (sections 627.43 and following), banks must have complaint procedures, designate officers to handle complaints, give you a written acknowledgment of the date your complaint was received, and keep records of complaints. They must not describe their internal complaint officer with terms like "ombudsman" that suggest independence.
How to do it well:
- Write it down. Use the bank's complaint form, secure message or a letter; phone calls are fine to start but follow up in writing.
- Be specific: card number (last four digits), dates, amounts, what went wrong, what you want (refund, correction, fee reversal, interest adjustment).
- Attach evidence: statements, the offer or advertisement, emails, notes of calls with dates and names.
- Ask for escalation to the bank's senior complaint office if the first answer does not resolve it.
- Keep the final response. It is the document OBSI will ask for.
Banks must deal with complaints within the time set by the federal rules; the FCAC and OBSI explain the current deadlines, generally 56 days from receipt for the bank to give its final response.
Step 2: OBSI
| Point | Detail |
|---|---|
| Who it covers | All banks for their consumer and small business complaints; investment dealers and other participating firms; some credit unions outside Quebec |
| When you can go | After the bank's final response, or if the bank has not resolved the complaint within the required period |
| Deadline | Generally within 180 days of the bank's final response; check OBSI's current terms |
| Cost | Free |
| Outcome | Investigation and a recommendation; it can recommend compensation up to $350,000 |
| Binding? | OBSI's recommendations are not binding, but refusals are made public; you keep the right to go to court |
Before 1 November 2024, banks could choose between two external bodies. The government's change made OBSI the single body, which is why older guides mention another organization.
The FCAC's role
The FCAC:
- supervises banks' compliance with the Bank Act's consumer provisions and the Financial Consumer Protection Framework Regulations (information box, grace period, consent, payment allocation, liability, complaint handling);
- supervises payment card networks' compliance with the Code of Conduct for the Payment Card Industry;
- publishes decisions and may impose administrative monetary penalties on banks that break the rules;
- provides consumer information.
You can tell the FCAC about a possible breach of the rules. That helps its supervision, but it will not resolve your individual case.
Provincial and Quebec routes
| Issuer | Where to go after the issuer |
|---|---|
| Bank (any province) | OBSI |
| Credit union outside Quebec | The credit union's external body (often OBSI) and the provincial regulator |
| Caisse in Quebec | Desjardins' internal process, then the Autorité des marchés financiers' complaint service |
| Retailer or non-bank lender | Provincial consumer protection office, such as Consumer Protection Ontario, Consumer Protection BC or the OPC in Quebec |
| Credit reporting error | The credit bureau, then the provincial consumer protection office |
In Quebec, the OPC provides information, a formal notice template and guidance on the Small Claims Division of the Court of Québec. See Quebec's rules.
Common credit card complaints and what to ask for
- Interest charged despite paying in full by the due date: ask for a reversal, citing the grace period rule (Bank Act s. 627.34); see grace period.
- Limit increased without consent: ask for the limit to be restored and any related fees reversed (s. 627.32).
- Over-limit fee caused by a hold: ask for the fee to be refunded (s. 627.36).
- Liability for fraud above $50: ask for the bank's basis for any finding of gross negligence (s. 627.33); see fraud.
- Welcome bonus not paid: provide the offer terms and proof you met them.
- Fee or rate change without notice: ask for the notice and the date; most changes require 30 days' notice.
A complaint letter outline
- Your name, address and the last four digits of the card.
- What happened, in date order.
- The rule or term you rely on (agreement clause, Bank Act section, offer terms).
- What you want, with amounts.
- A request for a written final response.
Frequently asked questions
Do I need a lawyer to go to OBSI?
No. OBSI is designed for individuals. For complex or large disputes, legal advice can still help.
Can I go to court instead?
Yes. Small claims court is an option for smaller amounts; limits vary by province. Check limitation periods, which can be as short as two years in some provinces.
Does complaining affect my credit file?
No. But keep paying at least the minimum on undisputed amounts to avoid late payment reports while the complaint is open.
Where does a complaint about a merchant surcharge go?
To the merchant first, then the card network or acquirer if identified. The FCAC monitors the Code of Conduct. In Quebec, where surcharges are not allowed, contact the OPC.
Sources
- Ombudsman for Banking Services and Investments — how to file, eligibility, deadlines and limits
- Financial Consumer Agency of Canada — complaints about financial products and services, supervision of banks
- Justice Laws Website — Bank Act ss. 627.43 to 627.48
- Office de la protection du consommateur — complaints in Quebec
- Autorité des marchés financiers — complaints about Quebec-regulated financial institutions
