“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.
In the complaints handling process for Canadian financial institutions, including Citibank Canada and Citibank N.A., Canadian branch, the Financial Consumer Agency of Canada is responsible for ensuring that all financial institutions comply with federal consumer legislation and will investigate any complaint or concern that relates to a possible breach of that legislation.
You may contact the FCAC in writing at 427 Laurier Avenue West, 5th Floor, Ottawa ON, K1R 1B9; by calling 1-866-461-3222 (English); 1-866-461-2232 (En Francais) or through its website at https://www.canada.ca/en/financial-consumer-agency.html.