LBC Customer
Complaints
Steps to follow – Laurentian Bank
STEP 1:
Start by contacting your branch manager or the Laurentian Bank Telebanking Services:
Phone: 514-522-1846 or 1-800-522-1846 (toll-free)
Send an email
STEP 2:
If you are not satisfied with the response you received, please get in touch with the Laurentian Bank Customer Inquiries department:
Laurentian Bank
Customer Inquiries
1360 René-Lévesque Boulevard West, suite 600
Montréal, Quebec H3G 0E5
Phone: 514-284-3987 or toll-free 1-877-803-3731
customer_inquiries@laurentianbank.ca
We are committed to respond to your request within a maximum of 5 working days. Subsequently, the person in charge of your file at hand will take all necessary measures to try to resolve the problem as quickly as possible.
STEP 3:
If the issue is still not resolved to your satisfaction after the second step, please get in touch with the Laurentian Bank Head of Complaints Resolution, preferably in writing, using the following contact information:
Laurentian Bank
Head of Complaints Resolution
1360 René-Lévesque Boulevard West, suite 600
Montréal, Quebec H3G 0E5
Phone: 514-284-7192 or toll-free 1-800-479-1244
Fax: 514-284-7194 or toll-free 1-800-473-4790
HCR@laurentianbank.ca
STEP 4
Ultimately, you can get in touch with the ombudsman for Banking Services and Investments using the following contact information:
OBSI
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3
Phone: toll-free 1-888-451-4519, ext. 2259
Fax: 416-225-4722 or toll-free 1-888-422-2865
ombudsman@obsi.ca
You can also get in touch with the Financial Consumer Agency of Canada (FCAC) using the following contact information:
427 Laurier Avenue West, 6th floor
Ottawa, Ontario K1R 1B9
Phone: 613-996-5454 or toll-free 1-866-461-2232
Phone (TTY): 613-947-7771 or toll-free 1-866-914-6097
Fax: 613-941-1436 or toll-free 1-866-814-2224
www.fcac-acfc.gc.ca
OTHER AVENUES
If the problem is related to a personal information issue, you may get in touch with the Privacy Commissioner of Canada using the following contact information:
30 Victoria Street
Gatineau, Quebec K1A 1H3
Phone: 819-994-5444 or toll-free 1-800-282-1376
Phone (TTY): 819-994-6591
Fax: 819-994-5424
If you have any questions, concerns or dissatisfactions regarding the measures we take to better serve seniors1 in application of the Code of Conduct for the Delivery of Banking Services to Seniors, you may contact:
Seniors Champion of Laurentian Bank
1360 René-Lévesque Boulevard West, suite 600
Montréal, Quebec H3G 0E5
seniors_champion@lbcfg.ca
Download « Achieving customer satisfaction » flyers (.pdf)
Legal notice
1. For the purposes of the Code of Conduct for the Delivery of Banking Services to Seniors, a “senior” refers to an individual in Canada who is 60 years of age or older and who is transacting for non-business purposes.
