Resolving Your Concerns

For Banking and Lending
If your concern has not been resolved, escalate the matter to our Customer Complaints Department by asking the individual you are dealing with in Step 1 to escalate the matter on your behalf, or escalate the complaint directly using the contact information below:

• Email:   [email protected]
• Phone: 604-683-2881 or 855-683-2881 (toll free)
• Fax: 604-331-3469
• Mail: Customer Complaints Department, Peoples Group, Suite 1400 – 888 Dunsmuir Street, Vancouver, BC V6C 3K4

Your complaint will be directed to the appropriate Manager who will try to find a resolution quickly and satisfactorily.

When sending your written complaint by email, fax or mail, please provide:

• your first and last name
• your address
• your contact telephone number
• clear details of your complaint
• what you would like us to do to resolve matters

For your own security and safety, never send your account or pin numbers, usernames or passwords by email.

For Prepaid Cards
If you have the card, call the number on the back of your card. If the customer service team there cannot resolve your concern, the next step is to contact us with your complaint.

You can also contact us with your complaint at:

• Email:   [email protected]
• Phone: 604-694-6214 or 1-855-694-6214 (toll free) - Monday to Friday between 8am and 4pm PST
• Fax: 604-331-3469
• Mail: Customer Complaints Department, Peoples Card Services, Peoples Group, Suite 1400 – 888 Dunsmuir Street, Vancouver, BC V6C 3K4

When sending your written complaint by email, fax or mail, please provide:

• your card number (for security reasons please do not include your full card number. The card number should be supplied by providing the first six and last four digits only, as follows: 123456******7890)
• your first and last name
• your address
• your contact telephone number
• clear details of your complaint
• what you would like us to do to resolve matters 

At this stage, if your concern is still not resolved to your satisfaction, you should put your concerns in writing.  

You can do this by mail, fax, or email to our Complaints Officer at:

• Email: [email protected]
• Fax: 604-331-3469
• Mail: Complaints Officer, Peoples Group, Suite 1400 – 888 Dunsmuir Street, Vancouver, BC V6C 3K4

When sending your written complaint by email, fax or mail, please provide:

• your full name
• phone number
• a detailed description of your concern

Initially, we will write to you within 5 business days to let you know we have received your correspondence and provide you with the name of the Complaints Officer who will:

• investigate your problem;
• take any necessary action; and
• ensure you receive a written reply within 30 days.

If your problem needs more investigation, and we cannot send you a written reply within 30 days, we will write to you and let you know when you will receive a written reply. 

If you have been through steps 1 through 3 and are still not satisfied with the results of our investigations, you may contact the Ombudsman for Banking Services and Investments (OBSI). OBSI is an independent office responsible for assisting customers with their concerns.
You may contact OBSI as follows:

• Email: [email protected]
• Toll-Free Phone: 888-451-4519
• Toll-Free TTY: 855-889-6274
• Toll-Free Fax: 888-422-2865
• Mail: OBSI, Suite 1505 – 401 Bay Street, P.O. Box 5, Toronto, ON M5H 2Y4

The Autorité des marchés financiers (AMF) is the body mandated by the government of Quebec to regulate the province’s financial markets and provide assistance to consumers of financial products and services. At any time after Step 3 of our Resolving Your Concerns Process, you can ask Peoples Group to send a copy of your complaint file to the AMF by completing a Request for the Transfer of a File form. This form, and other information about the AMF, is available on their website at www.lautorite.qc.ca. This option is only available to Quebec residents who choose to communicate with the AMF over OBSI.

You may contact the AMF by:

• Email: [email protected]
• Website: https://lautorite.qc.ca/en/general-public
• Quebec Area Telephone: 418-525-0337
• Quebec Area Facsimile: 418-525-9512
• Mail: Autorité des marchés financiers, Place de la Cité, Cominar Tower, Suite 400 – 2640 Laurier Boulevard, Quebec, QC G1V 5C1

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

Trust and loan companies 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 trust and loan company directly.

If you are not satisfied with how your complaint has been handled or 90 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
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Telephone: 1-888-451-4519 (toll-free)
Email: [email protected]
Website: https://www.obsi.ca/

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

• Web site: www.canada.ca/fcac
• Online form: Contact FCAC through their online form
• 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 

If you have a complaint about a Peoples Group subsidiary, please contact us at the contact details above in Step 1.