Complaint Resolution

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
7:00 a.m. – 5:00 p.m. MST, Monday – Friday

2. Escalate to Management

If your concern remains unresolved, you may escalate for management review.

Manager, Customer Experience
Bridgewater Bank
Suite 150, 926 – 5th Ave SW
Calgary, AB T2P 0N7
Tel: 1.866.243.4308
8:30 a.m. – 4:30 p.m. MST, Monday – Friday
Fax: 1.866.243.4340
resolution@bridgewaterbank.ca


3. Escalate to Bridgewater Bank’s Ombudsman

If your concern remains unresolved after following steps one and two, you may contact Bridgewater Bank’s Ombudsman. The Ombudsman acts independently to investigate the facts and will provide an impartial review of your concern. A written response will be provided upon completion of the review.

Bridgewater Bank Ombudsman
P.O. Box 8180
Edmonton, AB T6H 5X9
Tel: 1.855.330.5580
Fax: 1.855.430.5751
ombudsman@bridgewaterbank.ca


4. Contact the Ombudsman for Banking Services and Investments (OBSI)

If you remain dissatisfied with the final outcome reached by Bridgewater Bank, you may contact the Ombudsman for Banking Services & 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 Ombudsman response to contact OBSI.

Ombudsman for Banking Services & Investments (OBSI)
P.O. Box 5, 401 Bay Street, Suite 1505
Toronto, ON M5H 2Y4
Tel: 1.888.451.4519
Fax: 1.888.422.2865
ombudsman@obsi.ca

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 handling 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 wish to contact the FCAC.

Financial Consumer Agency of Canada
427 Laurier Ave W, 6th Floor
Ottawa, ON K1R 1B9
1.866.461.FCAC (3222)
French: 1.866.461.2232
Fax: 1.866.814.2224
fcac-acfc.gc.ca

 

For additional information, please refer to Bridgewater Bank’s Complaint Resolution Process Brochure.AdobePDFicon