1-866-247-ALLY (2559) call us 24/7
current call wait time: min
Customer Complaint Resolution Process
Any complaints, claims, disputes, or controversies between you and us that specifically relate to any Accounts you have with us will be handled in the following manner:
Step 1
If you have a problem or concern, tell us about your problem or concern in the way that is convenient for you. You may contact a Customer Care Associate toll-free at 1-866-247-ALLY (2559) or contact us by mail at Customer Care, Ally, P.O. Box 350, STN. C, TORONTO, ONTARIO, M6J 3N1 or via Secure email by logging into your Account. If the customer Care Associate is not able to resolve your concern, your concern may be referred to the appropriate department manager.
Step 2
If the Customer Care Centre or appropriate department manager is not able to resolve your complaint to your satisfaction, a representative of the Executive Resolution Team will be happy to assist you. You may contact the Executive Resolution Team toll-free at 1-877-453-5731 or contact us by mail at Customer Care, Ally, P.O. BOX 350, STN. C, TORONTO, ONTARIO, M6J 3N1 or via Secure email by logging into your Account.
Step 3
If you have been through the first two steps and your concern remains unresolved, you may contact the ResMor Ombudsman by mail at ResMor Ombudsman, 3250 Bloor Street West, Suite 1400, East Tower, TORONTO, ONTARIO, M8X 2X9 or via Secure email by logging into your Account.
Step 4
Third-party review:
In most cases, if your complaint has not been resolved to your satisfaction, you can have it reviewed by an external agency. Below is a list of the external agencies available to you.
Ombudsman for Banking Services and Investments (OBSI)
An independent Ombudsman has been appointed to resolve most disputes between participating financial institutions and their customers if they can’t solve them on their own, such as mishandled accounts, misleading information or inappropriate advice. If you are not satisfied with our Ombudsman’s response, you can refer your complaint to the OBSI. You can also contact the OBSI if you have waited more than 90 days for a resolution after elevating your concern (Step 2). You may contact the OBSI at 416-287-2877 or toll-free at 1-888-451-4519 or by mail to Ombudsman for Banking Services and Investments, 401 Bay St., Suite 1505, P.O. Box 5, TORONTO, ONTARIO, M5H 2Y4 or through the OBSI Website at www.obsi.ca.
Financial Consumer Agency of Canada (FCAC)
The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For example, financial institutions must provide consumers with information about fees, interest rates and complaint-handling procedures. If you have a complaint regarding a potential violation of consumer protection law, you may contact the FCAC in writing to Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 427 Laurier Avenue West, OTTAWA, ONTARIO, K1R 1B9 or through its Website at www.fcac-acfc.gc.ca. Please note that the FCAC does not become involved in matters of redress or compensation. All such requests must follow the three-step process set out above.
Step 1
If you have a problem or concern, tell us about your problem or concern in the way that is convenient for you. You may contact a Customer Care Associate toll-free at 1-866-247-ALLY (2559) or contact us by mail at Customer Care, Ally, P.O. Box 350, STN. C, TORONTO, ONTARIO, M6J 3N1 or via Secure email by logging into your Account. If the customer Care Associate is not able to resolve your concern, your concern may be referred to the appropriate department manager.
Step 2
If the Customer Care Centre or appropriate department manager is not able to resolve your complaint to your satisfaction, a representative of the Executive Resolution Team will be happy to assist you. You may contact the Executive Resolution Team toll-free at 1-877-453-5731 or contact us by mail at Customer Care, Ally, P.O. BOX 350, STN. C, TORONTO, ONTARIO, M6J 3N1 or via Secure email by logging into your Account.
Step 3
If you have been through the first two steps and your concern remains unresolved, you may contact the ResMor Ombudsman by mail at ResMor Ombudsman, 3250 Bloor Street West, Suite 1400, East Tower, TORONTO, ONTARIO, M8X 2X9 or via Secure email by logging into your Account.
Step 4
Third-party review:
In most cases, if your complaint has not been resolved to your satisfaction, you can have it reviewed by an external agency. Below is a list of the external agencies available to you.
Ombudsman for Banking Services and Investments (OBSI)
An independent Ombudsman has been appointed to resolve most disputes between participating financial institutions and their customers if they can’t solve them on their own, such as mishandled accounts, misleading information or inappropriate advice. If you are not satisfied with our Ombudsman’s response, you can refer your complaint to the OBSI. You can also contact the OBSI if you have waited more than 90 days for a resolution after elevating your concern (Step 2). You may contact the OBSI at 416-287-2877 or toll-free at 1-888-451-4519 or by mail to Ombudsman for Banking Services and Investments, 401 Bay St., Suite 1505, P.O. Box 5, TORONTO, ONTARIO, M5H 2Y4 or through the OBSI Website at www.obsi.ca.
Financial Consumer Agency of Canada (FCAC)
The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For example, financial institutions must provide consumers with information about fees, interest rates and complaint-handling procedures. If you have a complaint regarding a potential violation of consumer protection law, you may contact the FCAC in writing to Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 427 Laurier Avenue West, OTTAWA, ONTARIO, K1R 1B9 or through its Website at www.fcac-acfc.gc.ca. Please note that the FCAC does not become involved in matters of redress or compensation. All such requests must follow the three-step process set out above.