Filing a Complaint

    At ICICI Bank Canada, we believe in providing the best service 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 a complaint about the products or services of ICICI Bank Canada we encourage you to follow the process below. You may update your complaint with additional information at any time. You may approach any internal or external officials directly at any time.

    Filing a Complaint with ICICI Bank Canada

    Step 1: Customer Service

    If you have a concern or encountered a problem, please call our 24-hour Customer Contact Centre toll-free at 1-888-424-2422 (1-416-847-7979 from countries outside Canada or Continental USA, subject to long distant charges) or e-mail us at customercare.ca@icicibank.com.

    For mortgage related concerns, please contact our Mortgage Customer Contact Centre toll-free at 1-866-726-0825 (8 a.m. to 8 p.m., nationally, Monday to Friday), or by fax at 1-866-399-3018, or by e-mail at icicibankmortgagecare@lenderservices.ca.

    Step 2: The Officer or the Manager of Customer Service

    If the resolution you receive does not meet your expectations, you may write to The Officer, Customer Service at csm.ca@icicibank.com or you may write to The Manager, Customer Service at cshead.ca@icicibank.com.

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

    You will be contacted within 2 business days.

    Step 3: The Complaints Officer

    If you are dissatisfied with the resolution, you may then contact ICICI Bank Canada’s Complaints Officer by mail or email. The Complaints Officer will acknowledge all your correspondence within two business days of receipt thereof and will respond upon completion of a detailed investigation. 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

    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 office of the Privacy Officer is an internal independent body established to address privacy concerns. The Privacy Officer will acknowledge all your correspondence within two business days of receipt and respond upon completion of a detailed investigation. A copy of our Client Privacy Code is available at our ICICI Bank Canada 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

    Step 4: The Ombudsman

    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. The office of the Ombudsman is an internal independent body and is established to be consistent with industry standards for resolving complaints.

    Concerns regarding potential tied selling practices should also be addressed through the Office of the Ombudsman. The Ombudsman will acknowledge all your correspondence within two business days of 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

    If you are not satisfied with the action taken by ICICI Bank Canada to resolve your concern, please contact an external independent body for further assistance.

    Filing a Complaint with External Independent 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 Ombudsman for Banking Services and Investments (the "Canadian Banking Ombudsman"). The OBSI 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 OBSI.

    Mail:
    Ombudsman for Banking Services and Investments
    401 Bay Street, Suite 1505
    PO Box 5
    Toronto, Ontario, M5H 2Y4
    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 Financial Consumer Agency of Canada (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 may communicate your complaints to the FCAC.

    Mail:
    Financial Consumer Agency of Canada
    427 Laurier Avenue West
    6th Floor
    Ottawa, Ontario K1R 1B9
    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 contact the Office of the Privacy Commissioner of Canada (OPCC). The OPCC 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 OPCC.

    For General Inquires:

    Toll-free: 1-800-282-1376
    Phone: (819) 994-5444
    Fax: (819) 994-5424
    TTY: (819) 994-6591

    Website: www.priv.gc.ca

    For Filing a Complaint:

    By Mail:
    Office of the Privacy Commissioner of Canada
    30 Victoria Street
    Gatineau, Quebec
    K1A 1H3
    By Fax: (819) 994-5424
    Online: Visit www.priv.gc.ca for instructions