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Complaint Handling Procedures

If you have a problem or concern about our products and services. We process many customer account transactions each day and we try very hard to ensure that your business is handled in an efficient and courteous manner. We want to know if you are satisfied, and have set up procedures for customers that wish to bring a concern to our attention and encourage you to follow the complaint procedures outlined here.

Step One:

If you should have any complaint, please contact our Customer Service staff at
1-800-869-3016,
1-866-549-6426 (TTY) or
905-940-7702 (local TTY).

If you are a merchant, our Amex Bank of Canada Merchant Services staff can be reached at 1-800-268-9877.

You may also write to our Manager of Customer Service.

Amex Bank of Canada
101 McNabb Street
Markham, Ontario
L3R 4H8

Attn: Manager, Customer Service

Step Two:

If your concern is not resolved to your satisfaction, you should write to our Manager of Customer Care Support, who will ensure that the complaint is investigated promptly and objectively.

Amex Bank of Canada
101 McNabb Street
Markham, Ontario
L3R 4H8

Attn: Manager, Customer Care Support

Step Three:

If the issue remains unresolved, contact our Bank Ombudsman at
1-888-301-5312,
1-866-529-1344 (TTY) or
905-940-7701 (local TTY)

or write:
Amex Bank of Canada
101 McNabb Street
Markham, Ontario
L3R 4H8

Attn: Amex Bank Ombudsman

Step Four:

If the Bank Ombudsman cannot resolve the issue, you may contact the Ombudsman for Banking Services and Investments (OBSI) at:

P.O. Box 896, Station Adelaide
Toronto, Ontario
M5C 2K3
1-888-451-4519

We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response.

Financial Consumer Agency of Canada (FCAC)

If you have a complaint in respect of the disclosure of or the manner of calculating the cost of borrowing or any other federal consumer protection provision, you may contact the Financial Consumer Agency of Canada by writing to the address given below. The Financial Consumer Agency of Canada (FCAC) supervises federally-regulated financial institutions, such as Amex Bank of Canada, to ensure they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors industry codes of conduct and public commitments designed to protect the interests of consumers.

Federal consumer protection laws affect you in a number of ways. For example, financial institutions must provide you with information about their fees, interest rates and complaint handling procedures.

You can reach the FCAC by:

Telephone:
1-866-461-FCAC (3222)
for services in English

1-866-461-ACFC (2232)
for services in French

Facsimile: (613) 941-1436
Email Address: info@fcac-acfc.gc.ca
Website: www.fcac-acfc.gc.ca

By Writing:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9

The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints.

Voluntary Commitments and Codes of Conduct

For a complete listing of the Voluntary Commitments and Codes of Conduct to which Amex Bank of Canada subscribes, please visit our website at www.americanexpress.ca or write to the Manager of Customer Service and ask for a copy

Lost or Stolen Card

In Toronto: (905) 474-0870 Canada: 1 800 668-2639 International (please call collect): (905) 474-0870

Travel Emergency

For assistance when you need it most, Travel Emergency Service at 1-800-678-5523