The following are steps to guide you when you have a complaint:

Canadian Western Bank and its subsidiaries (collectively "CWB") are required to adhere to certain standards in dealing with the public. These standards include the area of complaint handling, which is dealt with specifically below.

CWB is committed to a high standard of customer service. CWB is proud of its reputation and we encourage you to tell us if you think we have been unsuccessful in dealing with you properly and fairly in any aspect of our business.

Our Procedure For Resolving Your Concerns

Step 1: Talk to the Branch or Office Where You Do Business

CWB encourages customers to raise questions or concerns with the Branch or Office where they do business as soon as they arise. Each Branch or Office is supported by a Vice President who has the decision-making authority to resolve most problems.

Step 2: Contact our Corporate Office

If your Branch or Office is unable to resolve the problem, you may contact the Bank's Complaint Handling Officer at Corporate Office as follows:

Complaint Handling Officer
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Telephone: (780) 423-8888
Toll-free Telephone: 1-888-423-8854
Facsimile: (780) 423-8897
E-Mail: concerns@cwbank.com

Step 3: Contact the Canadian Western Bank (CWB) Ombudsman

If your concerns remain unresolved after Steps 1 and 2, you may contact the CWB Ombudsman who is dedicated to provide an impartial and objective review of unresolved concerns. You may contact the CWB Ombudsman as follows:

CWB Ombudsman
Canadian Western Bank
3000, 10303 Jasper Avenue
Edmonton, Alberta T5J 3X6
Toll-free Telephone: 1-888-423-8854
E-Mail: graham.gilbert@cwbank.com

Within 5 business days of receiving your inquiry, the CWB Ombudsman will write or call to advise you if and where your concern has been redirected, whether it has been resolved, or in more complex cases, what further steps are being taken and when you can expect a resolution.

Step 4: Contact the Ombudsman for Banking Services and Investments (OBSI)

If your concern still remains unresolved after contact with the CWB Ombudsman, or if your concern is not resolved within 90 days after it's received by CWB, you may then contact the Ombudsman for Banking Services and Investments (OBSI), an organization independent of the financial services industry. You may contact the OBSI as follows:

Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, Ontario M5H 2Y4
Toll-free Telephone: 1-888-451-4519
Toll-free Fax: 1-888-422-2865
E-Mail: ombudsman@obsi.ca
Website: www.obsi.ca

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to make sure they comply with federal consumer protection laws. The FCAC also helps educate consumers, and monitors industry codes of conduct and public commitments designed to protect the interests of consumers.

At CWB, we comply with numerous consumer laws that protect you in a number of ways. For example, we will provide you with information about our complaint-handling procedures; proper notice of branch closures that affect you; and when you open an account, information about interest rates and fees.

If you have a concern regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you can contact the FCAC as follows:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll-free Telephone: 1-866-461-3222 (en français 1-866-461-2232)
Toll-free Fax: 1-866-814-2224
Website: www.fcac-acfc.gc.ca

The FCAC will determine whether there is a problem with compliance by CWB and if so, what corrective measures are necessary. The FCAC does not become involved in matters of redress - all requests for redress must follow the problem resolution process set out in this brochure.