Apply Now The following are steps to guide you when you have a complaint
Resolving Your Concerns
National Leasing, a subsidiary of Canadian Western Bank (“CWB”), is required to adhere to certain standards in dealing with the public. These standards include the area of complaint handling, which is dealt with specifically below.
National Leasing is committed to a high standard of customer service. National Leasing is proud of its reputation and we encourage you to tell us if you think we have been unsuccessful in dealing with you properly and fairly in any aspect of our business, so that we can rectify any concerns and continue to improve our services to serve you better.
To quickly address any issues you may have, we have designed a simple customer complaint process. The process begins with contacting our Customer Service Representatives. Most concerns can be quickly and successfully resolved by our staff who have both the training and authority to provide solutions.
Our Procedure For Resolving Your Concerns
Step 1: Talk to our Customer Service Representatives
National Leasing encourages customers to raise questions or concerns with our Customer Service Representatives as soon as they arise. Our Customer Service Representatives have the expertize, experience and decision-making authority to resolve most problems. You can contact our Customer Service Department as follows:
Customer Service Department
National Leasing Group Inc.
1525 Buffalo Place
Winnipeg, MB R3T 1L9
Toll free Telephone: 1-888-599-1966
Toll free Facsimile: 1-800-882-0560
E-Mail:
Step 2: Contact Our President and Chief Executive Officer
If your Customer Service Representatives are unable to resolve your concerns, you may contact our President and Chief Executive Officer as follows:
President
National Leasing Group Inc.
1525 Buffalo Place
Winnipeg, MB R3T 1L9
Toll free Telephone: 1- 800-665-1326 ext. 9010
Toll free Facsimile: 1-866-689-8253
E-Mail:
Step 3: Contact the Canadian Western Bank (CWB) Ombudsman
If your concerns remain unresolved after Steps 1 and 2, you may contact the CWB Ombudsman who is dedicated to provide an impartial and objective review of unresolved concerns. You may contact the CWB Ombudsman as follows:
CWB Ombudsman
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Toll-free Telephone: 1-888-423-8854
E-Mail:
Within 5 business days of receiving your inquiry, the CWB Ombudsman will write or call to advise you if and where your concern has been redirected, whether it has been resolved, or in more complex cases, what further steps are being taken and when you can expect a resolution.
Step 4: Contact the Ombudsman for Banking Services and Investments (OBSI)
If your concern still remains unresolved after contact with the CWB Ombudsman, or if your concern is not resolved within 90 days after it's received by National Leasing, you may then contact the Ombudsman for Banking Services and Investments (OBSI), an organization independent of the financial services industry. You may contact the OBSI as follows:
Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, Ontario M5H 2Y4
Toll-free Telephone: 1-888-451-4519
Toll-free Fax: 1-888-422-2865
E-Mail:
Website: www.obsi.ca
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to make sure 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.
If you have a concern regarding a potential violation of a public commitment, or an industry code of conduct, you can contact the FCAC as follows:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll-free Telephone: 1-866-461-3222 (en français 1-866-461-2232)
Toll-free Fax: 1-866-814-2224
Website: www.fcac-acfc.gc.ca
The FCAC will determine whether there is a problem with compliance by National Leasing and if so, what corrective measures are necessary. The FCAC does not become involved in matters of redress - all requests for redress must follow the problem resolution process set out in this brochure.