Complaints Information

Annual Complaints Information for 2021

Number of complaints that were dealt with by the Principal Officer of Deutsche Bank AG, Canada Branch: 0
Average length of time taken by the Principal Officer to deal with the complaints: N/A
Number of complaints that were resolved by the Principal Officer to the satisfaction of the complainant: N/A

DBCB External Inquiry Procedures

Deutsche Bank values the business of all of its customers and is dedicated to providing reliable service and customer satisfaction. We encourage our customers to come forward with any inquiry that may arise in the course of dealing with Deutsche Bank AG, Canada Branch.  By following the steps below, your inquiry will be handled in a timely and efficient manner.

Step 1: Contact the Principal Officer of Deutsche Bank AG, Canada Branch

Tell us about your inquiry.  We encourage you to put your inquiry in writing and forward it to the following address:

Principal Officer

Deutsche Bank AG, Canada Branch
199 Bay Street, Suite 4700
Commerce Court West, Box 263
Toronto, ON M5L 1E9

Please include your full name, address and telephone number in your correspondence or email.  If you would prefer to speak directly to the Principal Officer, please call 416-682-8000.

Within ten (10) business days of receiving your inquiry, the Principal Officer or another officer of Deutsche Bank AG, Canada Branch will contact you to discuss the issue.

Step 2: Contact the Ombudsman for Banking Services and Investments (OBSI)

If you are not satisfied with the answer or solution offered by the Principal Officer or another officer of Deutsche Bank AG, Canada Branch, or if you have not received a substantive response within 56 days of first submitting your complaint, you may contact the Ombudsman for Banking Services and Investments in writing at:

Ombudsman for Banking Services and Investments

20 Queen Street West, Suite 2400
Toronto, ON M5H 3R3
Toll-free fax: 1 888-422-2865
TTY Telephone: 1 844 358-3442
Email: ombudsmand@obsi.ca

Please include your full name, address and telephone number on your correspondence or email.

You may also contact the OBSI by toll-free telephone at 1-888-451-4519.
Please visit www.obsi.ca for more information.

Step 3: Contact the Financial Consumer Agency of Canada (FCAC)

The FCAC provides a supervisory function over federally-regulated financial institutions, such as Deutsche Bank AG, Canada Branch to ensure they comply with consumer protection laws. The FCAC helps to educate consumers and monitors industry codes of conduct and public commitments designed to protect the interests of consumers.

For more information please contact the FCAC by:

Telephone: 1-866-461-3222
Website: www.fcac-acfc.gc.ca

If you have a complaint concerning a violation under consumer protection law you can contact the FCAC in writing at:

Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa, ON K1R 1B9

The FCAC will not resolve individual consumer complaints or inquiries, but it will determine whether the financial institution is in compliance with relevant legislation.