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Resolving your complaints.

Your satisfaction is our top priority. That’s why we've put in place ways to receive your comments on our policies and service quality. This helps us respond to your problems and concerns quickly and take the necessary steps to get them resolved.

Achieving customer satisfaction.

Customer Inquiries team.

We’ve dedicated a customer service team to improving your experience, providing support and engaging the right groups to resolve an issue.

Our commitment.

We’re committed to transparency and responsible banking services. That’s why we uphold voluntary banking industry codes designed to ensure fairness and protect customers.

Our complaint process.

Steps for Laurentian Bank.

Our dedicated team will work with you to quickly address and resolve the issue. Here’s how to submit a complaint.

Contact us directly.

Contact your branch advisor or Client Services.

Toll-free: 1-800-522-1846 Phone: 514-522-1846

Customer Inquiries team.

If you’re not satisfied with the response you received, get in touch with our Customer Inquiries team:

Laurentian Bank Customer Inquiries 1360 René-Lévesque Blvd W. Suite 630 Montreal QC H3G 0E5

Toll-free: 1-877-803-3731 Phone: 514-284-3987

Head of Complaints Resolution.

If you have followed steps 1 and 2 and are not satisfied, you may contact our Head of Complaints Resolution, preferably in writing at:

Laurentian Bank Head of Complaints Resolution 1360 René-Lévesque Blvd W. Suite 600 Montreal QC H3G 0E5

Toll-free: 1-800-479-1244 Phone: 514-284-7192

Fax: 1-800-473-4790 (toll-free) or 514-284-7194

Other options.

Ombudsman for Banking Services and Investments (OBSI).

Ultimately, you can file a complaint with the OBSI at: OBSI 20 Queen St W. Suite 2400 P.O. Box 8 Toronto ON M5H 3R3 Toll-free: 1-888-451-4519, ext. 2259 Fax: 1-888-422-2865 (toll-free) or 416-225-4722

Financial Consumer Agency of Canada (FCAC).

Another option is to get in touch with the FCAC at: Financial Consumer Agency of Canada 427 Laurier Ave W. 5th Floor Ottawa ON K1R 1B9 Toll-free: 1-866-461-2232 Phone: 613-996-5454 Teletypewriter (TTY): 1-866-914-6097 (toll-free) or 613-947-7771 Fax: 1-866-814-2224 (toll-free) or 613-941-1436

Privacy Commissioner of Canada.

If the problem is related to a personal information issue, get in touch with the Privacy Commissioner of Canada using the following contact information: Office of the Privacy Commissioner of Canada 30 Victoria St Gatineau QC K1A 1H3 Toll-free: 1-800-282-1376 Phone: 819-994-5444 Teletypewriter (TTY): 819-994-6591 Fax: 819-994-5424

Seniors Champion of Laurentian Bank.

When serving our senior1 customers, we adhere to the Code of Conduct for the Delivery of Banking Services to Seniors. If you have questions, concerns or feel we haven’t met those expectations, contact our Seniors Champion. Seniors Champion of Laurentian Bank 1360 René-Lévesque Blvd W. Suite 600 Montreal QC H3G 0E5