At Santander Consumer Bank, we are committed to maintaining the highest standards of customer service, which involves being Simple, Personal and Fair, and being open to all customers about our complaint Policy. We aim to handle and address your concern or complaint with utmost efficiency and professionalism. If you have a complaint, let us know and we will make every effort to make it right promptly. We value your feedback and take all complaints seriously as an opportunity to improve our products and services, modify our existing practices and continue to provide the best possible customer service. Please refer to the 4 steps below on our complaint handling process, and workflow to ensure transparency and accountability that will help you to escalate your complaint to the appropriate levels.
STEP 1: Raising a Concern or Complaint
Contact us directly if you experience any issues or dissatisfaction with our services, our dedicated team will work with you diligently to address and resolve your concerns promptly.
You may raise concerns or complaint directly by email at customerservice@santanderconsumer.ca, or by phone at 1-888-486-4356. You may also write to us at:
Santander Consumer Bank of Canada
Attn: Customer Service
#200, 4545 97 Street
Edmonton, Alberta
T6E 5Y7
We will acknowledge your concern without delay once your complaint is received and make every effort to substantively resolve your concern within 14 days.
STEP 2: Not satisfied? Contact the SCB Designated Complaint Manager
If your complaint or concern remains unresolved after 14 days, it will be escalated to one of our Designated Complaint Managers.
If you are not satisfied with the resolution that was offered in Step 1, you can escalate your concern to our Designated Complaint Manager who will work diligently to resolve your complaint and contact you to discuss the next steps towards a resolution. Our designated Complaint Managers are committed to investigating and resolving client concerns, serving as the first level of escalation in our complaints handling process.
You can contact the SCB Complaint Manager by email at complaints@santanderconsumer.ca, by phone at 1-888-486-4356, or by mail at:
Santander Consumer Bank of Canada
Attn: Customer Service
#200, 4545 97 Street
Edmonton, Alberta
T6E 5Y7
Please include your full name, address, and telephone number in your correspondence. You will be provided with an acknowledgement upon receipt of your complaint.
STEP 3: Contact the SCB Senior Designated Person
If you are dissatisfied with the outcome of the review conducted by SCB’s Designated Complaint Manager, you will be presented with an option to appeal your complaint to the SCB Senior Designated Person who is responsible for providing an impartial review and resolution to any complaint that remains unresolved by the Bank’s Designated Complaint Manager or that is reported directly to the Bank’s Senior Designated Person.
The Senior Designated Person is the highest authority appointed to address escalated complaints within SCB.
If you choose to do so, we will forward your complaint on your behalf to the Senior Designated Person.
STEP 4: Escalate your complaint to an External Body
The Ombudsman for Banking Services and Investments (OBSI) has been designated as the sole external complaints body for banking in Canada responsible for providing fair and impartial reviews of disputes and resolution services to consumers.
If you remain dissatisfied with the resolution from the SCB Designated Complaint Manager and the Senior Designated Employee, or if no response is received from the Bank or your complaint remains unresolved after 56 days, you are encouraged to contact the external complaints body for an independent review of your complaint at the address below. You have up to 180 calendar days after receiving a final response to submit your complaint to the OBSI.
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Phone: 1-888-451-4519 or 1-416-287-2877
Toll-free fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Website: www.obsi.ca
Alternative Options
You may wish to contact one of the following external regulatory bodies within Canada.
Financial Consumer Agency of Canada (FCAC)
427 Laurier Avenue West, 5th Floor
Ottawa, Ontario K1R 1B9
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
Website: www.canada.ca/en/financial-consumer-agency.html
Office of the Privacy Commissioner of Canada (OPC)
30 Victoria Street
Gatineau, Quebec K1A 1H3
Phone: 1-800-282-1376
Website: www.priv.gc.ca
Office of the Superintendent of Financial Institutions
(OSFI)
255 Albert Street, 12th Floor
Ottawa, Ontario K1A 0H2
Phone: 1-800-385-8647
Website: www.osfi-bsif.gc.ca
© 2025 Santander Consumer Bank
Santander is a trade name and a brand name/trademark used by Santander Consumer Bank, Canada, a wholly owned subsidiary of a foreign Bank, Banco Santander, S.A or its subsidiaries.