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Complaint Resolution Statistics
ICICI Bank Canada consistently strives to provide resolutions to complaints that are timely, fair and reasonable to both the customer and the Bank. Complaint Regulations issued by the Financial Consumer Agency of Canada require the Bank to publicly report its complaint resolution statistics on an annual basis.
| Annual Statistics | 2025 |
|---|---|
The number of complaints resolved by the Senior Complaints Officer of the Bank |
50 |
The average length of time taken by the Senior Complaints Officer to deal with the complaints |
5 days |
The number of complaints that were resolved to the satisfaction of the customer, in the opinion of the Bank |
43 |
These Complaints are divided among the Bank’s products or services as follows:
| Products / Services | Count |
|---|---|
Personal Accounts |
35 |
Business Accounts |
2 |
Remittances |
5 |
Mortgages |
4 |
Credit Cards |
0 |
NRI Services |
3 |
Others |
1 |
For the fiscal year ending December 31, 2025, the Bank conducted an analysis of complaints received and handled by the Senior Complaints Officer. The complaints received during the year covered a range of banking services. As customer usage patterns and economic conditions evolve, clients may encounter operational or service-related challenges while managing their financial affairs. The Bank views these interactions as important feedback that supports ongoing service improvements.
Transfer procedures and Closure services dominate the categories of complaints, collectively constituting 50% of complaints. Account Opening and Other services each accounted for 12% of complaints, while Internet banking / Services issues represent 10%. The analysis highlighted that increase in overall number of complaints was due to transfer and closure related issues while most other areas have remained stable.
Approximately 12% of complaints pertained to miscellaneous issues falling outside specific product categories, underscoring broader service-related grievances. Most encompassed difficulties with other Financial Institutions. Notably, complaints regarding agreements, fees/charges, Mobile phone banking / Services, and Statement services each stood around 4%, suggesting relative satisfaction in these areas based on client feedback.
We remain committed to addressing and resolving client concerns while continually enhancing our services to better meet the evolving needs of our valued clients.
