Have more questions? Call us.
Credit Card Customer Service
1-800-459-6415 or 905-735-7256 (within North America)
From overseas, call collect
Lost or stolen card?
Call us 24 hours a day at 1-800-459-6415.
Credit Protector® Claims
1 800 480 1853
Send us a Message
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How do I access my credit card account online?
Click here to enrol!
What do I need to enrol?
Your credit card
Some basic personal information to help us confirm your identity and set up security features
10 minutes of your time
What are the benefits of using My Online Account?
Access your account details 24 hours a day, seven days a week
Update your personal information including your phone number and employment information.
Organize your finances and even download your information directly to money-management tools like QuickBooks® and Microsoft® Money
How do I request a credit limit increase for my Canadian Tire Bank issued credit card?
Call us toll-free at 1-800-459-6415.
How do I change my address information with Canadian Tire Bank?
Call us toll-free at 1-800-459-6415.
How do I replace my Canadian Tire Bank issued MasterCard?
If your card is lost or stolen, call Customer Service immediately at 1-800-459-6415. If you're traveling outside Canada and the US, call us collect at 1-905-735-7256. We can provide you with a replacement card and/or a cash advance up to $1,000 (service charges apply) if you are traveling.
How do I add a supplementary cardholder to my credit card?
Online:
Login to My Online Account
Click the Manage My Profile tab
Select Request an Additional Card
By phone: Simply call toll-free 1-800-459-6415.
Don't have an online account? Click here to enrol.
How do I apply for a Canadian Tire Bank issued credit card?
Online: You can apply for a Canadian Tire credit card on this website by completing an on-line application. Just click here!
In Canadian Tire stores: Look for one of our helpful Field Marketing Representatives as you walk in any store. Or stop by Customer Service and fill out an application.
In Canadian Tire gas bars: Stop by Customer Service and fill out an application.
When is my payment due?
Your payment due date is indicated on your monthly statement. You will benefit from an interest-free grace period of at least 21 days (at least 26 days if you are a resident of Quebec) on new purchases if we receive payment in full of the balance due on your current statement by the payment due date.
I have just made a payment to my Canadian Tire credit card. Why is the payment not reflected in my credit card balance?
The time it takes for a payment to show up on your account differs depending on your method of payment. In general, Canadian Tire store payments will take up to two business days to post to your account. Online Banking payments take up to three business days and mailed payments could take up to two weeks from the time you mail your cheque.
What is a disputed transaction?
It's a posted account transaction that you do not agree with. A disputed transaction can be any of the following:
- Unauthorized transactions
- Charges for goods and/or services not received
- Charges for goods returned where a credit has not been processed by the merchant
- Duplicate charges
- Charges processed for the wrong amount
How do I dispute a transaction on my account?
Simply call toll-free 1-800-459-6415. A Customer Service Representative will be happy to help you enter a dispute on your account.
How can I pay my credit card bill?
At a Canadian Tire store: Present your Canadian Tire Bank issued credit card at the Customer Service desk of any Canadian Tire store to pay by cash, debit or cheque.
At a bank: You can pay at most financial institutions across Canada.
By mail: Send your cheque using the envelope enclosed with your monthly statement to:
Canadian Tire Bank
P.O. Box 4653
Station A, Toronto, ON
M5W 5G4.
Online: You can pay from most financial institutions’ online banking service
How do I finance a purchase made at Canadian Tire?
Present your Canadian Tire Bank issued credit card at any Canadian Tire store at the time of purchase and advise the cashier that you would like to take advantage of the financing offer available on the merchandise you are purchasing. Please note that equal payment plans are not available on the Low Rate Options® MasterCard®.
When will I bear interest on my purchase?
Equal Payments Plan:
To avoid being billed for interest on an Equal Payments Plan, you must do each of the following:
(i) pay in full your minimum monthly payment within 59 days of the statement date for all months for the term of your Equal Payments Plan and ensure that your account does not otherwise go into default;
(ii) pay in full your monthly instalment on the Equal Payments Plan by the due date for that statement.
If you fail to satisfy the first requirement above, the equal payments plan will end and interest will start to be charged on that plan balance. If you fail to satisfy the second requirement above, we will start to charge interest on the portion of the monthly instalment of the Equal Payments Plan that is unpaid.
Deferred Purchase Plan:
If the only purchase on your Canadian Tire Bank issued credit card is a Deferred Purchase you will not be required to make minimum monthly payments until the statement after your Deferred Plan expires.
If you are carrying a balance on your account for other purchases, you are required to make the minimum payment by the due date each month. This minimum payment does not include the portion of your balance that is on a Deferred Payment Plan. However, if you fail to make the minimum payment within 59 days of the statement date, or another default under your cardmember agreement occurs, the deferred payment plan will end and interest will start to be charged on that plan balance.
Upon expiry, your Deferred Purchase will become interest bearing. To avoid being billed interest on this purchase you must pay the purchase amount by the due date of the next statement after its expiry. If interest is charged, it will be calculated as of the expiry date of the Deferred Purchase, not the purchase date.
If I do not pay off the financed purchase before the expiry date, will I be charged interest back to the original purchase date?
Equal Payments Plan: You must pay your monthly equal payments plan instalment in full by the statement due date to avoid paying interest. If you do not pay this amount in full, you will be charged interest on that portion of the equal payments plan instalment that is unpaid starting from the day after the monthly payment is due.
Deferred Purchase Plan: No. Canadian Tire Bank will not charge you interest from the original purchase date. Interest will only be calculated on the outstanding balance once your deferral period has ended.
I have a Deferred Purchase or Equal Payments Plan in addition to other purchases on my account. When I make a payment how is it applied?
Payments are applied to your account in accordance with the cardmember agreement.
How will I know when my Deferred Purchase Plan will expire?
Your Deferred Purchase Plan expiry date and payment due date are outlined on your monthly statement as indicated in the example below.
Will a Deferred Purchase Plan or an Equal Payments Plan affect the available credit on my Canadian Tire Credit Card?
Yes. Your available credit will be reduced by the total amount of the transaction that you are financing.
I do not have a Canadian Tire Bank issued credit card but I want to finance a purchase at the Canadian Tire store, how can I do this?
A Canadian Tire Bank issued branded credit card is required to qualify for financing at Canadian Tire. To apply, visit any Canadian Tire store and apply for instant approval at the Customer Service Desk, apply online at https://www.ctfs.com/ApplyNow.
Is there a fee to finance under the Deferred Purchase or Equal Payments Plan?
There is no administration fee charged for entering into a special payment plan. Other fees can be charged in connection with the use of your credit card account such as an overlimit fee if you exceed your credit limit.
Contact Information
Whom do I contact for assistance with my Canadian Tire Bank issued credit card account?
Via email: Click here to contact us using our email form.
By phone: Simply call toll-free 1-800-459-6415.
Out of country: Simply call collect 1-905-735-7256.
What is MasterCard SecureCode and how does it work?
MasterCard SecureCode is a free card protection service we provide in association with MasterCard Worldwide. Through the use of a one-time code (OTP) additional protection is provided against unauthorized use of your Canadian Tire Bank issued credit card when making online purchases at participating merchants. When you make an online purchase, at a participating merchant, a request screen will automatically appear informing you that a One-Time Code will be sent to you via email or text message to your mobile phone. Once you receive the One-Time Code, you will need to enter it into the request screen in order to proceed with your transaction. When you correctly enter this information, Canadian Tire Bank will confirm that you are the authorized cardholder and the transaction will proceed through the payment process.
For more information, please read FAQs (Frequently Asked Questions) below or contact Canadian Tire Bank at the number on the back of your card.
FAQs (Frequently Asked Questions)
What are the benefits of Secure Code?
Secure Code provides an additional layer of security, outside the traditional transaction authorization process, and helps prevent unauthorized use of cardholder accounts by a third party.
How does it work?
Transactions originating with a SecureCode merchant pass through a risk-assessment process set up by Canadian Tire Bank. If the authorization is considered higher risk or out of the norm for you, as a cardholder, you will be prompted to input a One-time Code which will further validate the authenticity of the transaction.
How will I receive the One-Time Code?
One-time Codes are sent via SMS to your registered mobile phone number on file with Canadian Tire Bank. If you do not have a mobile number on file, the One-time Code will default to your registered email address. If you do not have either, you will be allowed to proceed through the process via question and answer verification.
What if I don’t receive the One-time Code?
The one-time Code can be re-sent to your registered mobile number or email address up to 3 times per transaction. After the third attempt, if you still have not received the Code, please call the number on the back of your card for assistance.
What happens if I enter in an incorrect One Time Code?
You will be prompted to provide your Credit Limit and Date of Birth in order to verify your identity.
What if I don’t have a mobile phone or email address on file with Canadian Tire Bank?
Please call the number on the back of your card for assistance.
COMPLAINT RESOLUTION PROCESS
At Canadian Tire Bank, we are committed to building lifetime relationships with our customers by providing superior customer service. When you have a concern or complaint, we encourage you to tell us about it by following our Complaint Resolution Process below. Start at step 1 and if at any time your concern is not resolved to your satisfaction, only then proceed to the next step.
Step 1
The first step to resolving a complaint is to contact us directly. The Customer Relationship Representatives will attempt to resolve your concerns within step 1, and, as appropriate, they will escalate your concerns to other levels within step 1, such as an Account Supervisor or Supervisor within the applicable contact centre.
You may contact us by calling 1-866-846-5841. If it is more convenient, you may fax your complaint to 905-735-2644 or write to us at:
Canadian Tire Bank
P.O. Box 12000
Station Main
Welland, ON, L3B 6C7
Step 2
If your complaint is not resolved to your satisfaction within step 1, you may ask to have your concerns escalated to step 2, which is the Manager level and above by calling 1-866-846-5841 and asking to speak to someone at the Manager level or above. They will make every effort to resolve your concerns and let you know when you can expect a response. If it is more convenient, you may fax your complaint to 905-735-2644 or write to us at the above noted address.
Step 3
The final escalation point is the Canadian Tire Bank Ombudsman’s office. If you are not satisfied with the resolution that was provided in step 2, you may direct your complaint to the Canadian Tire Bank Ombudsman's office. You may contact the Canadian Tire Bank Ombudsman’s office by phone at 1-800-464-9166, ext. 39583, by fax at 905-465-6033 or in writing at:
Ombudsman
Canadian Tire Bank
3475 Superior Court
Oakville, ON, L6L 0C6
If the steps listed above have not resolved your concern or complaint to your satisfaction or 90 days have elapsed since we received your complaint at step 2, you may contact the external Ombudsman for Banking Services and Investments ("OBSI") by phone or in writing at:
Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, ON, M5H 2Y4
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Please visit www.obsi.ca for more information about OBSI.
If you have a complaint about any obligation of Canadian Tire Bank under a consumer provision of the Bank Act, you may file a written complaint with the Financial Consumer Agency of Canada ("FCAC") at:
Financial Consumer Agency of Canada
Enterprise Building
427 Laurier Avenue West, 6th Floor
Ottawa, ON, K1R 1B9
Telephone: 1-866-461-3222
Fax: 1-866-814-2224
Please visit www.fcac-acfc.gc.ca for more information about FCAC.
For information on privacy related concerns or complaints, please review our Privacy Charter and Frequently Asked Questions at www.ctfs.com.
CANADIAN TIRE BANK OMBUDSMAN MANDATE
The Canadian Tire Bank (“CTB”) Ombudsman’s office is a group established to provide an independent review of customer concerns. The CTB Ombudsman’s office is an avenue for customers to bring forward their concerns in matters that pertain to their Canadian Tire branded credit card or other Bank products and services. CTB’s Ombudsman reports to CTB’s Chief Executive Officer, Governance and Conduct Review Committee and Board of Directors. The CTB Ombudsman’s office resides within CTB’s Corporate Compliance Department.
The CTB Ombudsman's role is to provide an impartial review in circumstances where:
- a customer has attempted to resolve their concerns through CTB's 3 Step Complaint Resolution Process but remains unsatisfied;
- assist in resolving complaints by conducting a thorough and impartial investigation; and
- based on its independent complaint investigation findings, make recommendations to improve existing policies and procedures.
CTB's Ombudsman will review the customer’s concerns and the response from the business in order to make an impartial assessment.
The CTB Ombudsman’s office is the last escalation point of CTB’s 3 Step Complaint Resolution Process and will only review and respond to a customer’s concerns if they remain unsatisfied after receiving a final response from within step 2. If a customer’s concerns have not been addressed within steps 1 and 2 of the process, the CTB Ombudsman’s office will work with a customer to redirect their concerns to the applicable business area(s) within CTB for review. CTB has found that a vast majority of customers’ concerns are resolved within steps 1 and 2 of CTB’s 3 Step Complaint Resolution Process. If a customer remains unsatisfied after receiving a final response from within step 2, the customer’s concerns can then be reviewed and responded to by the CTB Ombudsman’s office in step 3.
Our office works with the customer and the business in an attempt to reach a mutually agreeable resolution in a manner that is fair and transparent.
How our office can address your concerns
We acknowledge receipt of your complaint upon receiving a complaint addressed to our office. If you have already addressed your concerns within steps 1 and 2 of CTB’s 3 Step Complaint Resolution Process and you remain unsatisfied with the outcome, our office will undertake an investigation of concerns that remain unresolved. We will issue you a Complaint and Consent Form (“Package”) and provide an acknowledgement upon receipt of the Package. The Package provides you with an opportunity to summarize the details of your concerns and the resolution you are seeking. Otherwise, if you have not addressed your concerns within steps 1 and 2 of CTB’s 3 Step Complaint Resolution Process, our office will work with you to redirect your concerns to the applicable business area(s) within CTB.
There are some matters that fall outside of our mandate. We will review your concerns to determine if your complaint falls within our mandate. If your complaint falls outside of our mandate, we will let you know. Examples of complaints that fall outside of our mandate include, but are not limited to:
- Insurance claims
- Credit risk decisions (requests for lower annual interest rate, credit limit decreases, etc.)
- Non bank complaints (store related complaints – i.e. car repairs, etc.)
- Business policy decisions (loyalty, removal of credit balance admin fee, etc.)
- Sold accounts
- Account settlements
- Accounts that have entered into litigation or where CTB has received judgement
- Garnishment arrangements
Our goal is to provide a final written response to you within 30 business days of opening a file (upon receipt of the completed and signed Package). More complex complaints may require additional time to review and provide a response. For such cases, we will provide a follow up letter advising that we require additional time.
If you remain unsatisfied after our review and response
If 90 days has elapsed since you initially conveyed your concerns at step 2 of CTB’s 3 Step Complaint Resolution Process or you remain unsatisfied after you receive our response letter, you may appeal your complaint by contacting the external ombudsman, Ombudsman for Banking Services and Investments (“OBSI”). Please note that you have 180 days upon receipt of the CTB Ombudsman’s office final response to contact the OBSI for a further review of your complaint. Contact information for the OBSI is provided to you as part of the Package.
CTB'S ANNUAL REPORTS:
2019 Ombudsman Annual Report
2018 Ombudsman Annual Report
2017 Ombudsman Annual Report
2016 Ombudsman Annual Report
2015 Ombudsman Annual Report
2014 Ombudsman Annual Report
2013 Ombudsman Annual Report
2012 Ombudsman Annual Report
How do I contact CTB’s Ombudsman?
- By Telephone (Toll-free): 1-800-464-9166, ext. 39583
- By Fax: (905) 465-6033
- By Email: ombudsman@ctfs.com
- By Mail: Ombudsman, Canadian Tire Bank 3475 Superior Court, Oakville, ON, L6L 0O6
For helpful videos and FAQ on the following topics listed below, click the links to find out more.
Canadian Tire mPay and PlayTM
FCAC’s Digital Campaign
We are excited to share with you the Financial Consumer Agency of Canada’s (“FCAC’s”) latest “tip clips” that touch on various topics of interest, such as the importance of budgeting, credit reports and fraud awareness.
- Credit report - free by mail: A simple way to check that you're not victim of fraud:
- Cool moves to protect yourself from fraud: Learn the moves to protect yourself from fraudsters and identity thieves:
- Credit cards: essential rules! Breaking credit card rules may be costly. Make sure you know how interest and other fees are calculated, and when you're expected to pay your bill. More credit card essentials here:
- Not such a bargain! How much will they end up costing you?
- Having trouble budgeting? If you find yourself strapped for cash at the end of each month, it's time for a change. And the first step might be as simple as making a budget. Try these tips to get started:
How do I access my credit card account online?
Click here to enrol!
What do I need to enrol?
Your credit card
Some basic personal information to help us confirm your identity and set up security features
10 minutes of your time
What are the benefits of using My Online Account?
Access your account details 24 hours a day, seven days a week
Update your personal information including your phone number and employment information.
Organize your finances and even download your information directly to money-management tools like QuickBooks® and Microsoft® Money
How do I request a credit limit increase for my Canadian Tire Bank issued credit card?
Call us toll-free at 1-800-459-6415.
How do I change my address information with Canadian Tire Bank?
Call us toll-free at 1-800-459-6415.
How do I replace my Canadian Tire Bank issued MasterCard?
If your card is lost or stolen, call Customer Service immediately at 1-800-459-6415. If you're traveling outside Canada and the US, call us collect at 1-905-735-7256. We can provide you with a replacement card and/or a cash advance up to $1,000 (service charges apply) if you are traveling.
How do I add a supplementary cardholder to my credit card?
Online:
Login to My Online Account
Click the Manage My Profile tab
Select Request an Additional Card
By phone: Simply call toll-free 1-800-459-6415.
Don't have an online account? Click here to enrol.
How do I apply for a Canadian Tire Bank issued credit card?
Online: You can apply for a Canadian Tire credit card on this website by completing an on-line application. Just click here!
In Canadian Tire stores: Look for one of our helpful Field Marketing Representatives as you walk in any store. Or stop by Customer Service and fill out an application.
In Canadian Tire gas bars: Stop by Customer Service and fill out an application.
When is my payment due?
Your payment due date is indicated on your monthly statement. You will benefit from an interest-free grace period of at least 21 days (at least 26 days if you are a resident of Quebec) on new purchases if we receive payment in full of the balance due on your current statement by the payment due date.
I have just made a payment to my Canadian Tire credit card. Why is the payment not reflected in my credit card balance?
The time it takes for a payment to show up on your account differs depending on your method of payment. In general, Canadian Tire store payments will take up to two business days to post to your account. Online Banking payments take up to three business days and mailed payments could take up to two weeks from the time you mail your cheque.
What is a disputed transaction?
It's a posted account transaction that you do not agree with. A disputed transaction can be any of the following:
- Unauthorized transactions
- Charges for goods and/or services not received
- Charges for goods returned where a credit has not been processed by the merchant
- Duplicate charges
- Charges processed for the wrong amount
How do I dispute a transaction on my account?
Simply call toll-free 1-800-459-6415. A Customer Service Representative will be happy to help you enter a dispute on your account.
How can I pay my credit card bill?
At a Canadian Tire store: Present your Canadian Tire Bank issued credit card at the Customer Service desk of any Canadian Tire store to pay by cash, debit or cheque.
At a bank: You can pay at most financial institutions across Canada.
By mail: Send your cheque using the envelope enclosed with your monthly statement to:
Canadian Tire Bank
P.O. Box 4653
Station A, Toronto, ON
M5W 5G4.
Online: You can pay from most financial institutions’ online banking service
How do I finance a purchase made at Canadian Tire?
Present your Canadian Tire Bank issued credit card at any Canadian Tire store at the time of purchase and advise the cashier that you would like to take advantage of the financing offer available on the merchandise you are purchasing. Please note that equal payment plans are not available on the Low Rate Options® MasterCard®.
When will I bear interest on my purchase?
Equal Payments Plan:
To avoid being billed for interest on an Equal Payments Plan, you must do each of the following:
(i) pay in full your minimum monthly payment within 59 days of the statement date for all months for the term of your Equal Payments Plan and ensure that your account does not otherwise go into default;
(ii) pay in full your monthly instalment on the Equal Payments Plan by the due date for that statement.
If you fail to satisfy the first requirement above, the equal payments plan will end and interest will start to be charged on that plan balance. If you fail to satisfy the second requirement above, we will start to charge interest on the portion of the monthly instalment of the Equal Payments Plan that is unpaid.
Deferred Purchase Plan:
If the only purchase on your Canadian Tire Bank issued credit card is a Deferred Purchase you will not be required to make minimum monthly payments until the statement after your Deferred Plan expires.
If you are carrying a balance on your account for other purchases, you are required to make the minimum payment by the due date each month. This minimum payment does not include the portion of your balance that is on a Deferred Payment Plan. However, if you fail to make the minimum payment within 59 days of the statement date, or another default under your cardmember agreement occurs, the deferred payment plan will end and interest will start to be charged on that plan balance.
Upon expiry, your Deferred Purchase will become interest bearing. To avoid being billed interest on this purchase you must pay the purchase amount by the due date of the next statement after its expiry. If interest is charged, it will be calculated as of the expiry date of the Deferred Purchase, not the purchase date.
If I do not pay off the financed purchase before the expiry date, will I be charged interest back to the original purchase date?
Equal Payments Plan: You must pay your monthly equal payments plan instalment in full by the statement due date to avoid paying interest. If you do not pay this amount in full, you will be charged interest on that portion of the equal payments plan instalment that is unpaid starting from the day after the monthly payment is due.
Deferred Purchase Plan: No. Canadian Tire Bank will not charge you interest from the original purchase date. Interest will only be calculated on the outstanding balance once your deferral period has ended.
I have a Deferred Purchase or Equal Payments Plan in addition to other purchases on my account. When I make a payment how is it applied?
Payments are applied to your account in accordance with the cardmember agreement.
How will I know when my Deferred Purchase Plan will expire?
Your Deferred Purchase Plan expiry date and payment due date are outlined on your monthly statement as indicated in the example below.
Will a Deferred Purchase Plan or an Equal Payments Plan affect the available credit on my Canadian Tire Credit Card?
Yes. Your available credit will be reduced by the total amount of the transaction that you are financing.
I do not have a Canadian Tire Bank issued credit card but I want to finance a purchase at the Canadian Tire store, how can I do this?
A Canadian Tire Bank issued branded credit card is required to qualify for financing at Canadian Tire. To apply, visit any Canadian Tire store and apply for instant approval at the Customer Service Desk, apply online at https://www.ctfs.com/ApplyNow.
Is there a fee to finance under the Deferred Purchase or Equal Payments Plan?
There is no administration fee charged for entering into a special payment plan. Other fees can be charged in connection with the use of your credit card account such as an overlimit fee if you exceed your credit limit.
Contact Information
Whom do I contact for assistance with my Canadian Tire Bank issued credit card account?
Via email: Click here to contact us using our email form.
By phone: Simply call toll-free 1-800-459-6415.
Out of country: Simply call collect 1-905-735-7256.
What is MasterCard SecureCode and how does it work?
MasterCard SecureCode is a free card protection service we provide in association with MasterCard Worldwide. Through the use of a one-time code (OTP) additional protection is provided against unauthorized use of your Canadian Tire Bank issued credit card when making online purchases at participating merchants. When you make an online purchase, at a participating merchant, a request screen will automatically appear informing you that a One-Time Code will be sent to you via email or text message to your mobile phone. Once you receive the One-Time Code, you will need to enter it into the request screen in order to proceed with your transaction. When you correctly enter this information, Canadian Tire Bank will confirm that you are the authorized cardholder and the transaction will proceed through the payment process.
For more information, please read FAQs (Frequently Asked Questions) below or contact Canadian Tire Bank at the number on the back of your card.
FAQs (Frequently Asked Questions)
What are the benefits of Secure Code?
Secure Code provides an additional layer of security, outside the traditional transaction authorization process, and helps prevent unauthorized use of cardholder accounts by a third party.
How does it work?
Transactions originating with a SecureCode merchant pass through a risk-assessment process set up by Canadian Tire Bank. If the authorization is considered higher risk or out of the norm for you, as a cardholder, you will be prompted to input a One-time Code which will further validate the authenticity of the transaction.
How will I receive the One-Time Code?
One-time Codes are sent via SMS to your registered mobile phone number on file with Canadian Tire Bank. If you do not have a mobile number on file, the One-time Code will default to your registered email address. If you do not have either, you will be allowed to proceed through the process via question and answer verification.
What if I don’t receive the One-time Code?
The one-time Code can be re-sent to your registered mobile number or email address up to 3 times per transaction. After the third attempt, if you still have not received the Code, please call the number on the back of your card for assistance.
What happens if I enter in an incorrect One Time Code?
You will be prompted to provide your Credit Limit and Date of Birth in order to verify your identity.
What if I don’t have a mobile phone or email address on file with Canadian Tire Bank?
Please call the number on the back of your card for assistance.
COMPLAINT RESOLUTION PROCESS
At Canadian Tire Bank, we are committed to building lifetime relationships with our customers by providing superior customer service. When you have a concern or complaint, we encourage you to tell us about it by following our Complaint Resolution Process below. Start at step 1 and if at any time your concern is not resolved to your satisfaction, only then proceed to the next step.
Step 1
The first step to resolving a complaint is to contact us directly. The Customer Relationship Representatives will attempt to resolve your concerns within step 1, and, as appropriate, they will escalate your concerns to other levels within step 1, such as an Account Supervisor or Supervisor within the applicable contact centre.
You may contact us by calling 1-866-846-5841. If it is more convenient, you may fax your complaint to 905-735-2644 or write to us at:
Canadian Tire Bank
P.O. Box 12000
Station Main
Welland, ON, L3B 6C7
Step 2
If your complaint is not resolved to your satisfaction within step 1, you may ask to have your concerns escalated to step 2, which is the Manager level and above by calling 1-866-846-5841 and asking to speak to someone at the Manager level or above. They will make every effort to resolve your concerns and let you know when you can expect a response. If it is more convenient, you may fax your complaint to 905-735-2644 or write to us at the above noted address.
Step 3
The final escalation point is the Canadian Tire Bank Ombudsman’s office. If you are not satisfied with the resolution that was provided in step 2, you may direct your complaint to the Canadian Tire Bank Ombudsman's office. You may contact the Canadian Tire Bank Ombudsman’s office by phone at 1-800-464-9166, ext. 39583, by fax at 905-465-6033 or in writing at:
Ombudsman
Canadian Tire Bank
3475 Superior Court
Oakville, ON, L6L 0C6
If the steps listed above have not resolved your concern or complaint to your satisfaction or 90 days have elapsed since we received your complaint at step 2, you may contact the external Ombudsman for Banking Services and Investments ("OBSI") by phone or in writing at:
Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, ON, M5H 2Y4
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Please visit www.obsi.ca for more information about OBSI.
If you have a complaint about any obligation of Canadian Tire Bank under a consumer provision of the Bank Act, you may file a written complaint with the Financial Consumer Agency of Canada ("FCAC") at:
Financial Consumer Agency of Canada
Enterprise Building
427 Laurier Avenue West, 6th Floor
Ottawa, ON, K1R 1B9
Telephone: 1-866-461-3222
Fax: 1-866-814-2224
Please visit www.fcac-acfc.gc.ca for more information about FCAC.
For information on privacy related concerns or complaints, please review our Privacy Charter and Frequently Asked Questions at www.ctfs.com.
CANADIAN TIRE BANK OMBUDSMAN MANDATE
The Canadian Tire Bank (“CTB”) Ombudsman’s office is a group established to provide an independent review of customer concerns. The CTB Ombudsman’s office is an avenue for customers to bring forward their concerns in matters that pertain to their Canadian Tire branded credit card or other Bank products and services. CTB’s Ombudsman reports to CTB’s Chief Executive Officer, Governance and Conduct Review Committee and Board of Directors. The CTB Ombudsman’s office resides within CTB’s Corporate Compliance Department.
The CTB Ombudsman's role is to provide an impartial review in circumstances where:
- a customer has attempted to resolve their concerns through CTB's 3 Step Complaint Resolution Process but remains unsatisfied;
- assist in resolving complaints by conducting a thorough and impartial investigation; and
- based on its independent complaint investigation findings, make recommendations to improve existing policies and procedures.
CTB's Ombudsman will review the customer’s concerns and the response from the business in order to make an impartial assessment.
The CTB Ombudsman’s office is the last escalation point of CTB’s 3 Step Complaint Resolution Process and will only review and respond to a customer’s concerns if they remain unsatisfied after receiving a final response from within step 2. If a customer’s concerns have not been addressed within steps 1 and 2 of the process, the CTB Ombudsman’s office will work with a customer to redirect their concerns to the applicable business area(s) within CTB for review. CTB has found that a vast majority of customers’ concerns are resolved within steps 1 and 2 of CTB’s 3 Step Complaint Resolution Process. If a customer remains unsatisfied after receiving a final response from within step 2, the customer’s concerns can then be reviewed and responded to by the CTB Ombudsman’s office in step 3.
Our office works with the customer and the business in an attempt to reach a mutually agreeable resolution in a manner that is fair and transparent.
How our office can address your concerns
We acknowledge receipt of your complaint upon receiving a complaint addressed to our office. If you have already addressed your concerns within steps 1 and 2 of CTB’s 3 Step Complaint Resolution Process and you remain unsatisfied with the outcome, our office will undertake an investigation of concerns that remain unresolved. We will issue you a Complaint and Consent Form (“Package”) and provide an acknowledgement upon receipt of the Package. The Package provides you with an opportunity to summarize the details of your concerns and the resolution you are seeking. Otherwise, if you have not addressed your concerns within steps 1 and 2 of CTB’s 3 Step Complaint Resolution Process, our office will work with you to redirect your concerns to the applicable business area(s) within CTB.
There are some matters that fall outside of our mandate. We will review your concerns to determine if your complaint falls within our mandate. If your complaint falls outside of our mandate, we will let you know. Examples of complaints that fall outside of our mandate include, but are not limited to:
- Insurance claims
- Credit risk decisions (requests for lower annual interest rate, credit limit decreases, etc.)
- Non bank complaints (store related complaints – i.e. car repairs, etc.)
- Business policy decisions (loyalty, removal of credit balance admin fee, etc.)
- Sold accounts
- Account settlements
- Accounts that have entered into litigation or where CTB has received judgement
- Garnishment arrangements
Our goal is to provide a final written response to you within 30 business days of opening a file (upon receipt of the completed and signed Package). More complex complaints may require additional time to review and provide a response. For such cases, we will provide a follow up letter advising that we require additional time.
If you remain unsatisfied after our review and response
If 90 days has elapsed since you initially conveyed your concerns at step 2 of CTB’s 3 Step Complaint Resolution Process or you remain unsatisfied after you receive our response letter, you may appeal your complaint by contacting the external ombudsman, Ombudsman for Banking Services and Investments (“OBSI”). Please note that you have 180 days upon receipt of the CTB Ombudsman’s office final response to contact the OBSI for a further review of your complaint. Contact information for the OBSI is provided to you as part of the Package.
CTB'S ANNUAL REPORTS:
2019 Ombudsman Annual Report
2018 Ombudsman Annual Report
2017 Ombudsman Annual Report
2016 Ombudsman Annual Report
2015 Ombudsman Annual Report
2014 Ombudsman Annual Report
2013 Ombudsman Annual Report
2012 Ombudsman Annual Report
How do I contact CTB’s Ombudsman?
- By Telephone (Toll-free): 1-800-464-9166, ext. 39583
- By Fax: (905) 465-6033
- By Email: ombudsman@ctfs.com
- By Mail: Ombudsman, Canadian Tire Bank 3475 Superior Court, Oakville, ON, L6L 0O6
For helpful videos and FAQ on the following topics listed below, click the links to find out more.
Canadian Tire mPay and PlayTM
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