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

If you have a concern or encountered a problem, please call our 24-hour Customer Contact Centre toll-free at 1-888-424-2422 from Canada or the U.S., at 1-800-200-3340 from India, at 108001402844 from South China, at 108007142825 from North China, at 12280928 from Vietnam, at 180011102974 from Philippines, at 1-416-847-7979 from elsewhere (call collect) 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.

If the resolution you receive does not meet your expectations, you may write to The Head of 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.

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
366 Bay Street
Toronto, ON M5H4B2

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
366 Bay Street
Toronto, ON M5H4B2

Email:
privacyofficer.ca@icicibank.com

If, after pursuing other channels, you feel your problem is still unresolved, you can contact the Office of the Senior Complaints Officer in writing or by telephone. The office of the Senior Complaints Officer 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 Senior Complaints Officer. The Senior Complaints Officer 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 Senior Complaints Officer treats every problem or situation with all due consideration. The services of the Senior Complaints Officer are free of charge. The ICICI Bank Canada Senior Complaints Officer can be contacted at:

Mail:
The Office of the Senior Complaints Officer
ICICI Bank Canada
366 Bay Street
Toronto, ON M5H4B2

Tel: (416) 360-0909

Email:
sco.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.

Regulatory Oversight and Independent Complaint Escalation

The Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.

Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Website: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2

Ombudsman for Banking Services and Investments
Certain disputes that remain unresolved after being reviewed by the ICICI Bank Canada Senior Complaints Officer 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 to the OBSI.

Mail:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario, M5H 3R3
Toll-free: 1-888-451-4519
Toll-free Fax: 1-888-422-2865

Email: ombudsman@obsi.ca

Website: www.obsi.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