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How to make a complaint—Clients

As Canada’s business development bank, BDC is committed to providing financing, advisory services and venture capital to consistently meet our clients’ expectations.

Please follow these 3 steps if you have a complaint or a specific concern

This will help us address your issue rapidly and effectively.

Most issues can generally be resolved at the Business Centre level. Make sure to keep relevant documents and notes handy when contacting us.

Step 1
Contact your local Business Centre Manager

Tell the Business Centre Manager about the nature of the problem. Most issues can be settled right away in this manner.

Call 1-877-232-2269 or send an email to info@bdc.ca if you don’t have his or her contact details.

A service representative will direct your call or provide the Business Centre Manager’s contact information.

…if the issue is still unresolved, go to the next step.

Step 2
Contact the Vice President responsible

If you have already gone through step 1 and the issue is still unresolved, you can discuss your concerns with the regional Vice President.

Call 1-877-232-2269 or send an email to info@bdc.ca if you don’t have his or her contact information.

A service representative will direct your call or provide the Vice President’s contact information.

…if the issue is still unresolved, go to the next step.

Step 3
Contact the Office of the Ombudsman

If you have gone through the first two steps and your issue is still unresolved, you may submit your complaint in writing to the Office of the Ombudsman through the confidential online form below:

You can also email the Office of the Ombudsman at ombudsman@bdc.ca. If you do, please include the following information:

  • your complete contact information:
    • your first and last name;
    • your phone number and email address;
  • the company name and mailing address;
  • the name of your main contact at BDC, account manager, consulting manager, etc.;
  • your BDC customer number;
  • the name(s) of the person(s) already contacted;
  • the nature of the problem. Please clearly identify the issues you would like the Office to review;
  • the resolution you are seeking.
Office of the Ombudsman

Business Development Bank of Canada 5, Place Ville Marie, Suite 100 Montreal, Quebec H3B 5E7 Toll-free phone: 1-800-232-1150

BDC will:

  • Respond promptly and fairly to any complaint you may have within 10 business days;
  • Keep you informed on the development of the file in cases where additional time is needed to acquire all the pertinent information to respond fully to the complaint;
  • Keep you informed regarding the resolution of the complaint;
  • Maintain a Canada-wide toll-free service at 1-877-232-2269 and an email address (info|AT|bdc|DOT|ca) to give clients access to the client complaint handling process.

Our commitment to our clients

We pledge to reflect a high standard of conduct and exemplary service in all our dealings with our clients. The Charter of Client Rights outlines BDC’s commitment.

Independent mediation process

In some instances, clients also have access to an external mediation service that will review BDC’s and the client’s position. Learn more about the independent mediation process.

If you are a supplier, read the procedure to make a complaint.

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To find out more, consult our Policy on confidentiality.