Role of the Ombudsman


As an advocate for fairness, the Ombudsman does not take sides when resolving customer complaints and reviews problems or concerns in an unbiased and impartial manner.


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.


Shared responsibilities

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.

Mail
BMO Financial Group Ombudsman
1 First Canadian Place
P.O. Box 150
Toronto, ON M5X 1H3

Fax
1 800 766-8029

Email*
bmo.ombudsman@bmo.com

Phone
1 800 371-2541

*IMPORTANT: Please do not send personal and/or financial information via unsecured email.


Workplace Diversity

Resolving a complaint

Learn more about the overall complaints process and our promise to address your complaint quickly, efficiently and professionally.

Learn more

Shareholders

Office of the Ombudsman

The role of the Ombudsman is to conduct an impartial review of customer complaints in an effort to facilitate a resolution.

Learn more