Tangerine's complaint process

What is considered a complaint?

A complaint is any verbal or written expression of dissatisfaction with Tangerine, related to any Client service issue, products and/or policies and procedures.

A complaint may be provided to a Tangerine employee through a variety of sources or channels including verbally at the Café, by email, phone, mail or through social media.

How to escalate complaints

We are committed to providing our Clients with exceptional service, and we value and encourage feedback from our Clients. To ensure that your complaint is dealt with effectively and quickly, we ask that you follow the following steps. You are welcome to request a status update of your complaint at any time during the process.

Step 1: Contact one of our Associates

Contact one of our Associates at 1-888-826-4374 (English) or 1-844-826-4374 (French) and explain your concerns so we may have the opportunity to resolve the situation. Generally most issues can be resolved immediately over the phone. However, if the Associate is unable to resolve your issue to your satisfaction, you can speak with a Supervisor.

Tangerine can also be emailed at info@tangerine.ca. However, this should be used for general inquires only, as it is not considered a secure form of communication. For our Clients’ protection, we ask that they call our Contact Centre directly to discuss Account specific details.

Step 2: Contact our Client Response Group

If the Supervisor is unable to resolve your issue, you can escalate the matter by writing to our Client Response Group at:

Client Response Group
3389 Steeles Avenue East
Toronto, ON
M2H 0A1
Fax: 416-758-5297 or toll-free 1-877-505-3240
E-mail: theclientresponsegroup@tangerine.ca

Our goal is to resolve your issue within 3-5 business days. If, for any reason, we can’t resolve the issue within that timeframe, we will let you know.

Step 3: Contact Tangerine's Ombudsman

If you have received a final response from the Client Response Group (CRG) and are still dissatisfied, you may contact our Ombudsman in writing.

The Ombudsman will complete an impartial review of all unresolved complaints that fall within his mandate and will provide you with a written response.

Office of the Ombudsman
3389 Steeles Avenue East
Toronto, Ontario
M2H 0A1
Telephone: 416-497-4833 or 1-866-677-0547 or
Email: theombudsman@tangerine.ca

Step 4: ADR Chambers Banking Ombudsman (ADRBO)

If you are still unsatisfied after step 3, or your complaint to the Tangerine Ombudsman was not resolved within 90 days of the date you first brought your complaint to the CRG, you may go to the external ombudsman for Tangerine Bank - ADRBO.

The ADRBO is an independent and regulated body and can be reached at:

ADR Chambers Banking Ombudsman
31 Adelaide St. E.
P.O. Box 1006
Toronto, Ontario 
M5C 2K4
Telephone: 1-800-941-3655
Fax: 1-877-803-5127
Email: contact@bankingombuds.ca

For matters related to Tangerine Investments, instead of the ADRBO, contact the Ombudsman for Banking Services and Investments (OBSI). The OBSI is an independent body appointed to serve clients of Canadian banks and other financial entities and can be reached at:

Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street,
Suite 1505
P.O. Box 5
Toronto, Ontario
M5H 2Y4
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca

FCAC and the Internal Dispute Resolution Policy

If you feel that there has been a violation of your rights under federal consumer protection legislation, you may make a complaint to the Financial Consumer Agency of Canada (FCAC). The FCAC ensures that federally regulated financial institutions (including banks) comply with federal consumer protection laws and regulations, and it investigates any complaint that relates to a possible breach. Please keep in mind that the FCAC only deals with violations of your rights as a consumer (non-compliance of tied selling regulations, for example) and is unable to deal with complaints regarding general bank policies, such as the level of service provided by a bank employee, the inability to get money out of a bank machine etc.

Information about the FCAC, its role and consumer protection laws and regulations is available at www.fcac-acfc.gc.ca. The FCAC may be contacted at:

1-866-461-FCAC (3222) (English)
1-866-461-ACFC (2232) (French) 1-866-814-2224
(613) 941-1436 (fax)

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th floor
Ottawa, Ontario K1R 1B9

If you have a complaint related to your Investment Fund Account, please see the ‘Summary of Tangerine Investment Funds Limited Complaint Handling Procedures’.

For Legal Issues in Quebec contact:

McCarthy Tétrault LLP
Bureau 2500
1000, rue De La Gauchetière Ouest
Montréal QC H3B 0A2
Attention: Tangerine