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Complaint Resolution Promise

We continually strive to provide our Clients with exceptional service. To achieve this goal we value and encourage feedback from our clients. Our Complaint Resolution Process outlines how to get your concern resolved quickly. Information regarding the Office of the Ombudsman is also contained on this page. To ensure that your complaint is dealt with effectively and quickly, please follow the subsequent steps.

Step One: Contact one of our Direct Associates

Contact one of our Direct Associates at 1-888-464-3232 or (416) 756-2424 (or email clientservices@ingdirect.ca) and explain your concerns so we may have the opportunity to resolve the situation. Generally most issues can be resolved immediately over the phone. If the Direct Associate is unable to resolve your issue to your satisfaction, please ask to speak directly with a Supervisor. Please be aware that as email is not considered a secure form of communication, we ask that for your protection you call our call centre directly to discuss account specifics.

Step Two: Contact our Client Response Group

If, after given the opportunity, the Supervisor is unable to resolve your issue, please feel free to escalate the matter by writing to our Client Response Group who will be pleased to assist you. The Client Response Group can be reached at:

Client Response Group
ING DIRECT
111 Gordon Baker Road
Toronto, ON M2H 3R1
Fax: 416-758-5297 or toll-free 1-877-505-3240

We will respond to your issue within 1-2 business days by phone.

Step Three: Contact either

(a) our Ombudsman

If, after taking the first two steps, you are still dissatisfied, you may contact our Ombudsman. In order for our Ombudsman to determine whether a fair resolution was provided, please ensure that an attempt has been made by ING DIRECT to resolve an issue.

Office of the Ombudsman
ING DIRECT
111 Gordon Baker Road
Toronto, ON M2H 3R1
Phone: 416-497-4833 or 1-866-677-0547

or (b) our Privacy Officer

If you feel ING DIRECT is not acting in accordance with federal privacy legislation or our privacy code, please contact our Privacy Officer. ING DIRECT has policies and procedures to receive, investigate, and respond to individuals' complaints and questions.

Privacy Officer
ING DIRECT
111 Gordon Baker Road
Toronto, ON M2H 3R1
Phone: 416-497-6293 or 1-866-677-0546
Email: theprivacyofficer@ingdirect.ca

Step Four: Ombudsman for Banking Services and Investments

The Ombudsman for Banking Services and Investments is an independent body appointed to serve clients of Canadian Banks and other financial entities. If ING DIRECT still has not been able to resolve your concerns you may wish to escalate the matter to the Ombudsman for Banking Services and Investments.

The Financial Consumer Agency of Canada

If you feel that there has been a violation of your rights under federal consumer protection legislation, you may make a complaint to the Financial Consumer Agency of Canada (FCAC). The FCAC ensures that federally regulated financial institutions (including banks) comply with federal consumer protection laws and regulations, and it investigates any complaint that relates to a possible breach. Please keep in mind that the FCAC only deals with violations of your rights as a consumer (i.e. - non-compliance of tied selling regulations, for example) and is unable to deal with complaints regarding general bank polices (i.e. the level of service provided by a bank employee, the inability to get money out of a bank machine etc.).

Information about the FCAC and its role and about consumer protection laws and regulations, is available at www.fcac-acfc.gc.ca. The FCAC may be contacted as follows:

1-866-461-FCAC (3222) (English)
1-866-461-ACFC (2232) (French)
(613) 941-1436 (fax)

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th floor
Ottawa, Ontario K1R 1B9

Office of the Ombudsman

When a Client has a concern or problem with the services or products of ING DIRECT, they may raise such concerns or concerns by following ING DIRECT's complaints resolution process. If a Client is unable to resolve their concern or problem through ING DIRECT's internal complaints resolution process, they can then address their complaint to the Office of the Ombudsman at ING DIRECT.

Role of the Office of the Ombudsman

The role of the Office of the Ombudsman is to provide an impartial review of ING DIRECT's previous response to a Client's concerns, and to make recommendations in an attempt to reach a satisfactory resolution of the concerns involved.

If the Office of the Ombudsman receives a Client complaint and it does not appear that ING DIRECT has had the opportunity to respond through its usual complaints resolution process, the complaint will be forwarded to the appropriate department or Client care staff for investigation and response. If there has already been an attempt by ING DIRECT to resolve a complaint, the Office of the Ombudsman will conduct an impartial investigation into a Client's concerns, and will report its conclusions to the Client and to the appropriate departments and staff within ING DIRECT.

Within five business days of receiving your complaint, you will receive a response indicating whether your complaint has been redirected for response by the appropriate ING DIRECT staff, or advising of the results of the Ombudsman's investigation, or in more complex cases, advising when you can expect a resolution.

Contacting the Office of the Ombudsman at ING DIRECT

If you have made a complaint to ING DIRECT and you are not satisfied with the response you received, you may contact the Office of the Ombudsman as follows:

Phone: (416) 497-4833 or 1-866-677-0547
Fax: (416) 758-5310

Office of the Ombudsman
ING DIRECT
111 Gordon Baker Road
Toronto, Ontario
M2H 3R1

The Ombudsman for Banking Services and Investments (OBSI)

If your complaint still has not been resolved to your satisfaction after it has been escalated to ING DIRECT's Ombudsman, the Client may then appeal to the Ombudsman for Banking Services and Investments. Note that the Ombudsman for Banking Services and Investments will only investigate a Client's complaint after the Client has attempted to resolve their complaint through their bank's internal complaints resolution process.

The Ombudsman for Banking Services and Investments is an independent organization that investigates complaints from individuals and small businesses about banking services provided by Canadian banks. After investigating a Client's complaint, the Ombudsman for Banking Services and Investments will advise the Client and the Client's bank of any recommendations and the reasons for them.

The Ombudsman for Banking Services and Investments can be contacted as follows:

Internet: www.obsi.ca
email: ombudsman@obsi.ca
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
Administration (416) 225-4410

The Ombudsman for Banking Services and Investments
401 Bay St. Suite 1505
P.O. Box 5
Toronto, Ontario M5H 2Y4