Complaint Disclosure

First Nations Bank of Canada Fiscal 2023 Complaint Disclosure

Fiscal Year Ending: October 31, 2023

The number of complaints escalated to, or otherwise reported to the Chief Complaints Officer or delegate during the 2023 Fiscal Year: 2

The average length of time the Bank took to deal with those complaints, from the first interaction with the Consumer to the date on which the complaint was Resolved or Closed: 3 business days

The products or services to which the complaints related: Chequing accounts

A description of the nature of the complaints, beyond the related product or service information contained in the classification:

  • Customer expressed dissatisfaction with the requirement to open a business banking account. The customer expressed a preference to use their personal chequing account for business purposes instead. The requirements were explained to the customer however the customer refused to open a business account and was de-marketed.

  • Customer deposited cheques via remote deposit capture however the cheques had already been negotiated and were returned unpaid. The amount of credit extended to the customer at the time of the deposit was reversed and the customer was dissatisfied with the result.

Number of complaints Resolved to customer satisfaction: 0