Write down every contact
A banking dispute often turns on records: who said what, when they said it, what file number was assigned, and what explanation was given.
- Date and time of each call
- Name and department of the representative
- Complaint or case number
- Specific questions asked
- Documents sent or received
Ask for the complaint clock in writing
For federally regulated banks in Canada, internal complaint-handling timelines matter. Ask for the complaint case number, the date received, and the expected final-response date.