1. Contact Bridgewater Bank
Our Customer Experience Specialists have the knowledge and expertise to handle your inquiries, and in most cases can resolve your concern immediately. Please gather all the pertinent information including transaction amounts, dates and account number.
Mortgage, savings and all other enquiries
7 a.m. to 5 p.m. MST, Monday – Friday
2. Escalate to Bridgewater Bank Designated Resolution Officer
If your concern remains unresolved, you may escalate for management review.
Designated Resolution Officer
Suite 150, 926 – 5th Ave SW
Calgary, AB T2P 0N7
8:30 a.m. to 4:30 p.m. MST, Monday – Friday
3. Escalate to Bridgewater Bank Chief Resolution Officer
If your concern remains unresolved after following steps one and two, you may contact Bridgewater Bank’s Chief Resolution Officer. A written response will be provided to you upon completion of the review.
Bridgewater Bank Chief Resolution Officer
P.O. Box 8180
Edmonton, AB T6H 5X9
4. Contact the Ombudsman for Banking Services and Investments (OBSI)
The Bank’s prescribed time for dealing with a complaint is 56 days from when the complaint is made. If after that prescribed period you remain dissatisfied with the final outcome reached by Bridgewater Bank, you may contact the Ombudsman for Banking Services and Investments (OBSI) for a third-party review of your complaint. OBSI is an independent office responsible for assisting Canadians with banking concerns. Please note OBSI will consider your complaint only after the previous steps have been fully pursued.
You have up to 180 days after receiving Bridgewater Bank’s Chief Resolution Officer’s response to contact OBSI.
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
5. Contact the Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) provides oversight of all federally regulated financial institutions, including Bridgewater Bank, to ensure they comply with consumer protection laws. Consumer protection laws safeguard the interests of banking clients and include the requirement for banks to provide you with information such as disclosure of interest rates, fees and our complaint resolution procedures.
Please note the FCAC handles complaints on regulatory matters only. If your concern relates to a regulatory matter, such as the potential violation of consumer protection law or code of conduct, you may want to contact the FCAC.
Financial Consumer Agency of Canada
427 Laurier Ave W, 6th Floor
Ottawa, ON K1R 1B9
Phone: 1.866.461.FCAC (3222)
Download the Complaint Resolution Process Brochure.