“Complaints Resolution for Canadian Merchants”
Resolving a Complaint
If you have a complaint or problem with the Spring by Citi product, please use the information below to lodge a complaint
Client Services
Citibank N.A., Canadian branch, Citibank Canada
123 Front Street West, Suite 1800
Toronto, ON M5J 2M3
Telephone: +1 416 947 4177
Email: spring.support@citi.com
If you have escalated your concern to all levels within the business group and are still not satisfied with the resolution, you may contact the Citibank Canada Senior Complaints Officer
By mail:
Citibank Canada Senior Complaints Officer
123 Front Street West, Suite 1600
Toronto, ON M5J 2M3
Telephone: 1-888-245-1112; Toronto 416-947-4122
E-mail: citicanadaseniorcomplaintsofficer@citi.com
If you are not satisfied with the Citibank Canada Senior Complaints Officer's resolution of your complaint, you may contact the Ombudsman for Banking Services and Investments ("OBSI"). You have 180 calendar days from the date of the Citibank Canada Senior Complaints Officer's review to bring your complaint to OBSI.
By mail:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca
For reasons of confidentiality and security, do not send confidential information such as account information or credit card number via email.
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place.
If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments.
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Web site: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2