Just been scammed?
My bank won't refund a fraud — how to escalate
When a bank refuses or stalls, most people do not know there is a formal path above the branch. There is — and it is free. This is process navigation, not a promised outcome: it gives your complaint an independent review, not a certain result.
Never send “recovery money”
After a scam, fraudsters often come back — posing as police, a lawyer, a government agent, or a “recovery agency” — and offer to recover your losses for an upfront fee. That is a second scam. No legitimate agency, and no police service, charges an upfront fee to recover stolen money. If someone contacts you promising to get funds returned for a payment, it is fraud.
The escalation path
- 1
Start the bank’s internal complaint process
Put your complaint in writing and ask the bank to escalate it through its official complaint process. By law, that process has a maximum of 56 days to give you a final response.
- 2
Wait for the final response — or the 56 days
You can take the matter further on the earlier of two triggers: a written final response you are not satisfied with, or the 56 days elapsing without a resolution.
- 3
Escalate to OBSI
Bring the complaint to the Ombudsman for Banking Services and Investments. Since November 1, 2024, OBSI is the single external complaints body for banking in Canada, and it is free.
- 4
OBSI reviews it
OBSI has up to 120 days to issue a final written recommendation after it takes on your complaint.
Keep copies of everything: your written complaint, dates, names, and the bank's responses. OBSI reviews the record, so a clear paper trail helps.
Common questions
How long does my bank have to deal with my complaint?
A bank’s internal complaint process has a maximum of 56 days to give you its final response. If you are not satisfied with that response — or if the 56 days pass without one — you can take the complaint to the external body.
Who do I escalate to?
OBSI, the Ombudsman for Banking Services and Investments. Since November 1, 2024, it is the single external complaints body for banking in Canada, and its service is free. It reviews your complaint independently of the bank.
How long does OBSI take?
After it takes on the complaint, OBSI has up to 120 days to issue a final written recommendation. A recommendation is not a court order, and there is no promised outcome — but it is an independent review at no cost to you.
Official sources
Where to go from here
General information only, not legal advice and not a recovery service. Guidepost cannot recover funds or direct a bank's decision. Full disclaimer. Last updated: July 2026.