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 can contact the Office of the Ombudsman.
They need to know:
- the name of your account manager or consulting manager;
- the company name and mailing address;
- your BDC customer number;
- your first and last name;
-
your complete contact information, including your phone
number and email address;
- the nature of the problem;
- the name(s) of the person(s) already contacted;
-
the business centre or department at BDC you have
been dealing with.
Office of the Ombudsman
Business Development Bank of Canada
5 Place Ville Marie, Suite 400
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@bdc.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.