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.

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.