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.
Phone: 1.866.243.4301
Email: customer.experience@bridgewaterbank.ca
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
Bridgewater Bank
Suite 150, 926 – 5th Ave SW
Calgary, AB T2P 0N7
Phone: 1.866.243.4308
8:30 a.m. to 4:30 p.m. MST, Monday – Friday
Fax: 1.866.243.4340
resolution@bridgewaterbank.ca
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
Phone: 1.855.330.5580
Fax: 1.855.430.5751
chiefresolution@bridgewaterbank.ca
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
Phone: 1.888.451.4519
Fax: 1.888.422.2865
ombudsman@obsi.ca
5. Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada (FCAC) supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws. Financial institutions 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 financial institution directly. If you are not satisfied with how your complaint has been handled or 56 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 (OBSI).
Web site: https://www.obsi.ca/.
Refer to Step 4 above.
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Web site: https://www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
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
Download the Complaint Resolution Process Brochure.