Citi Cards Canada Inc.
P.O. Box 2050, Station B
Mississauga, ON L4Y 0B3
Direct Custody and Clearing
123 Front Street West, 18th floor
Toronto, ON, M5J 2M3, Canada
Citigroup Global Markets Canada Inc.**
123 Front Street West, Suite 1900
Toronto, ON M5J 2M3
** For additional information regarding filing a complaint with Citigroup Global Markets Canada Inc. please see An Investor's Guide to Making a Complaint published by Investment Industry Regulatory Organization of Canada (IIROC).
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 Customer Care Unit and are still not satisfied with the resolution, you may contact the Citibank Canada Ombudsman at 1-888-245-1112 (or 416-947-4122 in Toronto) or
Citibank Canada Ombudsman
123 Front Street West, Suite 1700
Toronto, ON M5J 2M3
Telephone: 1-888-245-1112; Toronto 416-947-4122
If you are not satisfied with the Citibank Canada Ombudsman'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 Ombudsman's review to bring your complaint to OBSI.
Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, Ontario M5H 2Y4
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
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.