If the head of the department is not able to resolve your complaint, you may escalate the complaint to the Office of the President and Chief Executive Officer at 1-866-979-1919 or write to us at:
Office of the President and Chief Executive Officer
VersaBank
2002-140 Fullarton Street
London, Ontario N6A 5P2
If the Office of the President and Chief Executive Officer is not able to resolve your complaint, you may contact the Bank’s Escalated Customer Complaint Office at 1-800-213-4282 or write to us at:
Escalated Customer Complaint Office
VersaBank
2002-140 Fullarton Street
London, Ontario N6A 5P2
[email protected]
If your complaint still remains unresolved, you can contact the Ombudsman for Banking Services and Investments (OBSI). The OBSI is an independent service for resolving banking services and investment disputes. The OBSI can be reached at:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Phone: 1-888-451-4519
Email: [email protected]
Website: www.obsi.ca
If your complaint involves a potential violation of a consumer protection law, you may contact the Financial Consumer Agency of Canada (FCAC). The FCAC is an independent federal regulatory agency that works to protect and inform consumers of financial services. The FCAC can be reached at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9
Phone: 1-866-461-3222
Website: www.fcac-acfc.gc.ca
The FCAC’s web site provides a complete listing of federal consumer protection laws.
As referenced in section 5 of the Mandatory Reporting Guide for Federally Regulated Financial Institutions, issued by the FCAC, and in accordance with the Complaints (Banks, Authorized Foreign Banks and External Complaints Bodies) Regulations, VersaBank is pleased to report that it did not receive, address, or resolve any reportable complaints during 2024.
The Bank has never received a complaint which has been reportable to the FCAC due, in part, to its unique business-to-business model.
Public Complaints Summary for VersaBank
Year | Number of complaints (including Resolved or Closed complaints) | Average length of time to deal with complaints | Products or services related to the complaints | Description of the nature of complaints | Number of Resolved complaints |
2024 | 2 (resolved)
* Both resolved complaints were non-reportable to the FCAC | 11 days | Deposit Services (Deposit Broker) | Expressed dissatisfaction from a depositor with their broker. Not directly with VersaBank. | 2 |
2023 | 0 | 0 days | N/A | N/A | N/A |
2022 | 0 | 0 days | N/A | N/A | N/A |
Anonymous Reporting /Whistleblowing
Concerns may be raised anonymously in the following ways:
- Online through our secure website at https://www.clearviewconnects.com/
- Over the phone through the VersaBank dedicated toll-free number 1-866-890-8230
- By mail through the confidential post office box at:
ClearView Connects
P.O. Box 11017
Toronto, Ontario
M1E 1N0
