Role of the Ombudsman
About the Ombudsman and staff
BMO’s Ombudsman is Bindu Dhaliwal. Bindu joined BMO in 2006 and has held a variety of legal positions in the areas of Wealth Management, Corporate Affairs and Corporate/Commercial law. Before becoming Ombudsman, she held the position of Associate General Counsel & Director, Environmental, Social and Governance. Bindu holds a B.Comm from the University of Toronto and obtained her law degree at Queen’s University.
The team supporting the Ombudsman has been carefully chosen for their extensive knowledge of, and experience with financial products and services. The Ombudsman’s Office is dedicated to resolving issues and is not involved in the day-to-day operations of BMO.
The success of the Ombudsman process is based on fairness, transparency and respect. It requires everyone to have shared responsibilities.
The Office of the Ombudsman is responsible for:
- Handling customer complaints professionally, efficiently and fairly
- Keeping complainants informed of the office’s progress
- Providing reasons for their decisions
- Treating complainants with respect
Complainants are responsible for:
- Providing the Office of the Ombudsman with a clear idea of the problem and the solution they want
- Giving the office all of the relevant information the complainant has (or knows about) at the beginning
- Conveying to the office any new facts as they arise or informing the Office if the complainant no longer requires help
- Cooperating with the office
- Treating the members of the office with respect
- Respecting the confidentiality of our process
BMO is responsible for:
- Providing the office with all relevant information about the complaint
- Answering the office’s questions
- Listening to the office’s recommendations
- Responding to the office in a timely manner
Contact the Ombudsman
If after having been through Steps 1 and 2 of BMO’s dispute resolution process and your complaint remains unresolved, please contact the Ombudsman.
You may contact the Ombudsman by mail, fax, email, or phone.
BMO Financial Group Ombudsman
1 First Canadian Place
P.O. Box 150
Toronto, ON M5X 1H3
1 800 766-8029
1 800 371-2541
*Due to the heightened level of concern related to the spread of novel coronavirus (COVID-19), BMO is taking action to safeguard the health and well-being of our customers, our employees and their families, including limiting access to our offices. Therefore, you may experience a delay in response when submitting concerns via (physical) mail.
**IMPORTANT: Please do not send personal and/or financial information via unsecured email.