A guide for how to resolve a complaint with your bank If you have a problem with your bank, you have the right to file a complaint. Here are the steps to follow: Step 1: A sk a bank representative for help This can be someone from the branch, their call centre or the online chat function. Before you file your complaint, you should: ▶ review your bank’s complaint-handling process, ▶ write down details about the problem so that you can explain the facts clearly, ▶ gather supporting information with specific dates and names, and ▶ think about what you’d like the bank to do, for example, repay any fees that you were charged. Step 2: Escalate If the issue isn’t resolved within 14 days, ask the bank to refer your case to its complaint-handling department. If you’re not satisfied with the resolution offered, the bank must provide you with a detailed written response. Step 3: Call in the reinforcements Fifty-six days after you first filed your complaint, if the issue isn’t resolved to your satisfaction, file your complaint with the external complaints body (ECB). This is an independent organization that provides a free and impartial review of your complaint. Ask your bank how to contact the ECB. You can also report your complaint to the Financial Consumer Agency of Canada (FCAC). While the FCAC does not resolve individual disputes and does not provide redress or compensation, it uses complaint data to identify situations in which banks don’t comply with their obligations. Learn more about how to file a complaint with your bank at canada.ca/money. Snowbird Alert source: Newscanada.com Have you heard about the Canadian Dental Care Plan (CDCP)? It’s a federal government program that helps reduce the cost of dental care for Canadian residents with a family income of less than $90,000, who do not have access to dental insurance. Here are four things that you should know about the plan. What does it cover? The plan helps cover a wide range of oral health services for eligible Canadians, such as examinations, teeth cleaning, X-rays, fillings, dentures, root canals and oral surgeries. Some services may only be available as of November 2024 and will require prior approval on the recommendation of an oral health provider. When can I apply? The application process began in stages, starting with seniors. As of June 27, 2024, two more groups could sign up for the plan: children under the age of 18 and adults with a valid Disability Tax Credit certificate. When will other adults be able to apply? All other eligible Canadian residents will be able to apply in 2025. Once fully rolled out, the plan aims to help reduce the cost of dental care for up to nine million Canadians. Does it fully cover all dental expenses? The CDCP will reimburse a portion of the cost, based on established plan fees and your annual family income. There are three tiers of coverage that are based on household income. ▶ If you have a family income lower than $70,000, 100 per cent of the plan’s established fee for eligible services will be covered; ▶ If your family income is between $70,000 and $79,999, 60 per cent of the plan’s established fee for eligible services will be covered; ▶ If your family income is between $80,000 and $89,999, 40 per cent of the plan’s established fee for eligible services will be covered. The plan may not cover the full cost of your treatment, even if you have a family income lower than $70,000. You may have to pay a portion of the cost if the plan’s established fees are lower than what your provider normally charges. Additionally, you may agree to receive treatment that is not covered by the plan. Before receiving oral health care, you should always confirm that your provider is accepting CDCP members and that they will bill Sun Life for direct payment. Also, always ask about any costs that won’t be covered by the plan. Learn more about the plan at canada.ca/ dental. Four things to know about the Canadian Dental Care Plan 8 | www.snowbirds.org
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