Customer Complaint Appeal Office (CCAO)


The Customer Complaint Appeal Office reviews Canadian customer complaints that remain unresolved after the first two steps of BMO’s Complaint Handling process.


Ula Ubani is the Chief Ethics Officer and Head, Customer Complaint Appeals for BMO Financial Group. She is a seasoned industry senior leader with a reputation for simplifying complex situations and developing practical solutions for the benefit of all involved.

Ula and her team manage the escalation of unresolved Canadian customer complaints about BMO’s products or services. The team has been carefully chosen for their extensive knowledge and experience with customer complaints and financial services. Collectively the team has more than 60 years of complaints resolution experience across many industries and levels of complaint, from first line to external resolution services.

The CCAO is the final escalation step in BMO’s Complaint Handling process. Although the office has a broad mandate to investigate a wide range of financial services complaints, there are certain issues that fall outside of the mandate of the office which it cannot review. These matters typically include (but are not limited to) business and risk management decisions and matters that are before a court.

The CCAO does not report directly to any business area and is not involved in BMO’s business operations.

For the CCAO to review your concern, you must have first attempted to resolve your complaint by going through Steps 1 and 2 of BMO’s Complaint Handling process. Please review that process for details on how to contact the CCAO if you remain dissatisfied after the completion of those Steps.

Full details of BMO’s Complaint Handling process are outlined in the brochure titled: We’re here to help – Resolving Customer Complaints. It’s also available at any of BMO’s branches.

2021 BMO Ombudsperson Report Download Report (1.7 MB)

If you have completed Step 1 and 2 of BMO’s Complaint Handling process and are not satisfied, please contact us:

Email complaint.appeal@bmo.com
Phone: 1-800-371-2541
Fax: 1-800-766-8029
Mail: Customer Complaint Appeal Office (CCAO)
1 First Canadian Place
P.O. Box 150
Toronto, ON M5X 1H3

About the Chief Ethics Officer and Head, Customer Complaint Appeals

Ula Ubani is the Chief Ethics Officer and Head, Customer Complaint Appeals for BMO Financial Group. She is a seasoned industry senior leader with a reputation for simplifying complex situations and developing practical solutions for the benefit of all involved.

Ula and her team manage the escalation of unresolved Canadian customer complaints about BMO’s products or services. The team has been carefully chosen for their extensive knowledge and experience with customer complaints and financial services. Collectively the team has more than 60 years of complaints resolution experience across many industries and levels of complaint, from first line to external resolution services.

CCAO Mandate

The CCAO is the final escalation step in BMO’s Complaint Handling process. Although the office has a broad mandate to investigate a wide range of financial services complaints, there are certain issues that fall outside of the mandate of the office which it cannot review. These matters typically include (but are not limited to) business and risk management decisions and matters that are before a court.

The CCAO does not report directly to any business area and is not involved in BMO’s business operations.

Access to the CCAO

For the CCAO to review your concern, you must have first attempted to resolve your complaint by going through Steps 1 and 2 of BMO’s Complaint Handling process. Please review that process for details on how to contact the CCAO if you remain dissatisfied after the completion of those Steps.

Full details of BMO’s Complaint Handling process are outlined in the brochure titled: We’re here to help – Resolving Customer Complaints. It’s also available at any of BMO’s branches.

CCAO Reports

2021 BMO Ombudsperson Report Download Report (1.7 MB)

Contact Us

If you have completed Step 1 and 2 of BMO’s Complaint Handling process and are not satisfied, please contact us:

Email complaint.appeal@bmo.com
Phone: 1-800-371-2541
Fax: 1-800-766-8029
Mail: Customer Complaint Appeal Office (CCAO)
1 First Canadian Place
P.O. Box 150
Toronto, ON M5X 1H3