Filing a Complaint

At ICICI Bank Canada, we believe in providing the best services to our customers. We provide customers with easy access to information, products and services, as well as the means to get their complaints resolved.

If you have any concerns or encountered any problem, please call our Customer Contact Centre toll-free at 1-888-ICICI-CA (1-888-424-2422) or e-mail us at customercare.ca@icicibank.com

If the resolution you receive does not meet your expectations, we encourage you to follow the process below:

Please quote your Service Request (SR) Number in all your correspondence to help us assist you better.

Step 1: Please write to The Officer, Customer Service at csm.ca@icicibank.com
You will receive a response within 3 business days.

Step 2: If you are still not satisfied with the resolution you receive, please write to The Manager, Customer Service at cshead.ca@icicibank.com
You will receive a response within 2 business days.

Step 3: If even this leaves you dissatisfied, please contact ICICI Bank Canada’s Complaints Officer by mail or email. The ICICI Bank Canada Complaints Officer can be contacted at:

Mail:
The Complaints Officer
ICICI Bank Canada
Don Valley Business Park
150 Ferrand Drive, Suite 1200
Toronto, ON M3C 3E5

Email:
complaintsofficer.ca@icicibank.com

You will receive a response within 2 business days. If your issue remains unresolved after having followed Steps 1, 2 and 3, you may contact the offices of the internal independent bodies as follows.

 

Filing a complaint with internal independent bodies

The Office of the Ombudsman

Consistent with industry standards, ICICI Bank Canada has established the Office of the Ombudsman to help with matters that remain unresolved. If, after pursuing other channels, you feel your problem is still unresolved, you can contact the Office of the Ombudsman in writing or by telephone.

Concerns regarding potential tied selling practices should also be addressed through the Office of the Ombudsman. The Ombudsman will acknowledge all correspondence within five business days upon receipt and will further investigate your concerns with ICICI Bank Canada on your behalf. You may rest assured that the Ombudsman treats every problem or situation with all due consideration. The services of the Ombudsman are free of charge. The ICICI Bank Canada Ombudsman can be contacted at:

Mail:
The Office of the Ombudsman
ICICI Bank Canada
Don Valley Business Park
150 Ferrand Drive, Suite 1200
Toronto, ON M3C 3E5

Tel: (416) 360-0909

Email:
ombudsman.ca@icicibank.com

 

The Office of the Privacy Officer
If you have unanswered questions, or unresolved concerns or complaints about the way in which personal information is collected, used, or disclosed by ICICI Bank Canada, you may contact ICICI Bank Canada’s Privacy Officer by mail or email. The Privacy Officer will acknowledge all your correspondence within five business days upon receipt and respond upon completion of a detailed investigation. A copy of our Privacy Code is available at your ICICI Bank office or from our Privacy Officer.
The ICICI Bank Canada Privacy Officer can be contacted at:

Mail:
The Office of the Privacy Officer
ICICI Bank Canada
Don Valley Business Park
150 Ferrand Drive, Suite 1200
Toronto, ON M3C 3E5

Email:
privacyofficer.ca@icicibank.com

Should all of our efforts to resolve a dispute fail, you may turn to sources outside ICICI Bank Canada for further assistance.

 

Filing a complaint with external government bodies

Ombudsman for Banking Services and Investments
Certain disputes that remain unresolved after being reviewed by the ICICI Bank Canada Ombudsman may be directed to the Canadian Banking Ombudsman. The Canadian Banking Ombudsman is an independent office responsible for assisting banking customers with their concerns. If you wish, the ICICI Bank Canada Ombudsman can assist you in forwarding your concerns to the Canadian Banking Ombudsman.

Mail:
Ombudsman for Banking Services and Investments
PO Box 896
Station Adelaide
Toronto, Ontario M5C 2K3

Toll-free: 1-888-451-4519

Toll-free Fax: 1-888-422-2865

Email:
ombudsman@obsi.ca

Website:
www.obsi.ca

The Financial Consumer Agency of Canada
The FCAC ensures that federally regulated financial institutions (including banks) comply with federal consumer protection laws and regulations, and it investigates any complaint that relates to a possible breach. If you have a complaint regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you must communicate all your complaints in writing to FCAC at:

Financial Consumer Agency of Canada
427 Laurier Avenue West
6th Floor
Ottawa, Ontario K1R 1B9


The FCAC can also be contacted by:

Toll-free: English: 1-866-461-FCAC (3222)
                  French: 1-866-461-ACFC (2232)

Toll-free Fax: 1-866-814-2224

Email:
info@fcac-acfc.gc.ca

Website:
www.fcac-acfc.gc.ca

The Office of the Privacy Commissioner of Canada
If you feel appropriate action was not taken by the ICICI Bank Canada Privacy Officer to resolve your privacy concerns, you should write or call the Privacy Commissioner of Canada. The Privacy Commissioner of Canada is an independent office responsible for assisting customers with their privacy concerns. If you wish, the ICICI Bank Canada Privacy Officer can assist you in forwarding your concerns to the Privacy Commissioner of Canada.

Mail:
The Privacy Commissioner of Canada
112 Kent Street
Place de Ville
Tower B, 3rd Floor
Ottawa, Ontario K1A 1H3

Toll-free: 1-800-282-1376

Tel: (613) 995-8210

Fax: (613) 947-6850

Email:
info@privcom.gc.ca

Website:
www.privcom.gc.ca