If you have a complaint or problem, please use the information below to contact the business group where your concern arose.

Citibank Commercial Cards
Citibank Canada, Citi Cards Canada Inc.
PO Box 2053, Station B
Toronto, ON M5J 2M3
Telephone: 1-888-834-2484

Treasury and Trade Solutions (Cash Management)
Client Services
Citibank N.A., Canadian branch, Citibank Canada
123 Front Street West, Suite 1800
Toronto, ON M5J 2M3
Telephone: 1-877-977-2484 or 416-947-4174 Option 4

Treasury and Trade Solutions (Spring by Citi)
Client Services
Citibank N.A., Canadian branch, Citibank Canada
123 Front Street West, Suite 1800
Toronto, ON M5J 2M3
Telephone: +1 416 947 4177
Email: spring.support@citi.com

Private Banking Services
Citi Private Bank, Citibank Canada
and/or Citibank Canada Investment Funds Limited*
123 Front Street West, Suite 2000
Toronto, ON M5J 2M3
Telephone: 416-947-5300

Banking (Corporate Banking and Commercial Banking)
Citibank N.A., Canadian branch
123 Front Street West, Suite 1900
Toronto, ON M5J 2M3
Telephone: 416-947-5500

Securities Services (Custody Services)****
Citibank Canada
123 Front Street West, Suite 2000
Toronto, ON M5J 2M3
Telephone: 416-947-5325

Citigroup Global Markets Canada Inc.***
123 Front Street West, Suite 1900
Toronto, ON M5J 2M3
Telephone: 416-947-5537

The Home Depot® Consumer Credit Card**
Citi Cards Canada Inc.
5900 Hurontario Street
Mississauga, ON L5R 0B8
Telephone: 1-800-747-3787

By mail:
Office of the President
Citi Cards Canada Inc.
5900 Hurontario Street
Mississauga, ON L5R 0B8

Telephone: 866-670-7270
Fax: 866-671-5919

If your concern remains unresolved after talking to one of the Telephone Representatives or Supervisors, you may elevate your concern to a Manager. If a Manager is not immediately available, the Representative can assist you in leaving a message and/or requesting further contact.

If you have escalated your concern to all levels within the business group and are still not satisfied with the resolution, you may contact the Citibank Canada Senior Complaints Officer. Please note: If your concern relates to The Home Depot account, please contact the Office of the President for Citi Cards Canada as outlined above.

By mail:
Citibank Canada Senior Complaints Officer
123 Front Street West, Suite 1600
Toronto, ON M5J 2M3

Telephone: 1-888-245-1112; Toronto 416-947-4122
E-mail: citicanadaseniorcomplaintsofficer@citi.com

If you are not satisfied with the Citibank Canada Senior Complaints Officer's resolution of your complaint, you may contact the Ombudsman for Banking Services and Investments ("OBSI"). You have 180 calendar days from the date of the Citibank Canada Senior Complaints Officer's review to bring your complaint to OBSI.

By mail:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3

Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca

For reasons of confidentiality and security, do not send confidential information such as account information or credit card number via email.

In the complaints handling process for Canadian financial institutions, including Citibank Canada and Citibank N.A., Canadian branch, the Financial Consumer Agency of Canada is responsible for ensuring that all financial institutions comply with federal consumer legislation and will investigate any complaint or concern that relates to a possible breach of that legislation.

You may contact the FCAC in writing at 427 Laurier Avenue West, 5th Floor, Ottawa ON, K1R 1B9; by calling 1-866-461-3222 (English); 1-866-461-2232 (En Francais) or through its website at https://www.canada.ca/en/financial-consumer-agency.html.

Complaints Received by the Citibank Canada Senior Complaints Officer

The Citibank Canada Senior Complaints Officer is the most senior Citibank Canada employee designated for the handling of escalated complaints. In 2023, the Senior Complaints Officer’s office dealt with two (2) complaints for Citibank Canada. No complaints were received for Citibank, N.A., Canadian branch. The average length of time taken to deal with these two (2) complaints was six (6) days. Both complaints were resolved to the satisfaction of the complainants.

One complaint related to a closed Citibank Mastercard account that was still showing as open on the cardholder’s credit bureau report. The other complaint related to the Treasury and Trade Solutions Commercial Cards product and involved a late fee that was charged because payment in full was received 28 days after the payment due date.

* If you are a resident of Quebec, you may consider using the free mediation services offered by the Autorité des marchés financiers.

** Please note this business group does not fall under the jurisdiction of the Citibank Canada Senior Complaints Officer's Office. If you have escalated your concern to all levels within the business group where your concern arose and are still not satisfied with the resolution, you may contact the Office of the President, Citi Cards Canada. This office is the highest level of escalation available within Citi Canada for this business group.

*** For additional information regarding filing a complaint with Citigroup Global Markets Canada Inc. please see Complaint and Inquiry Submission - Secure Form published by Canadian Investment Regulatory Organization (CIRO).

**** Securities Services provides securities settlement and safekeeping on the Canadian capital market for institutional clients.