Legal Notice
Important Notice
This notice governs the use of the Laurentian Bank Internet Web site. Please read it carefully before accessing the site.
Information Purposes Only
The content of the Laurentian Bank of Canada Web site (the "Web site" or the "site") is provided for information purposes only, unless otherwise indicated, and does not constitute an offer to purchase or sell the products or services of Laurentian Bank, its subsidiaries or its affiliates ("Laurentian Bank"). This information, including the strategies provided on this site, is of a general nature and is not intended as specific investment, financial, accounting, legal or tax advice for any individual and should not be relied on as such. Each user must take into consideration the laws applicable in his/her jurisdiction when evaluating his/her financial position. Calculation or projections are provided for general illustrative purposes only and are not warranted to be accurate or complete.
Accuracy and Change of Information
Information and materials provided on this Web site are believed to be accurate when posted. Despite its best efforts, however, Laurentian Bank cannot guarantee that they are accurate or complete or that they will be current at all times. Furthermore, Internet software or transmission problems may produce inaccurate or incomplete copies of information and materials that may be downloaded and displayed on a party's computer.
Laurentian Bank reserves the right to modify the information and materials contained in this site without prior notice. You agree to review the said information and materials regularly and your continued access or use of the site will mean that you agree to any such changes.
Availability of Products and Services
The products and services described in the pages of this site are only available in jurisdictions where they can legally be offered. For more information on the products and services offered in your jurisdiction, please contact by dialling 1-866-249-1489.
Terms and Conditions Applicable to Products and Services
Each product and service is subject to an agreement containing the terms and conditions applicable in said agreement. Any application for a credit product or service is subject to credit approval by Laurentian Bank.
Non-Solicitation
With the exception of products and services for which an application can be presented by using the ON-LINE APPLICATION form available on this site, the description of products and services offered does not constitute solicitation or an offer to purchase or sell mutual funds or any other products or services.
Subsidiaries
LBC Financial Services Inc. and LBC Trust are both wholly-owned subsidiaries of the Laurentian Bank.
Insurance products
Credit life and disability insurance is offered by Industrial Alliance Insurance and Financial Services Inc.
Travel insurance is offered by Industrial Alliance Insurance and Financial Services Inc.
The following insurance products and travellers assistance offered with the Gold Visa card are underwritten by Industrial Alliance Insurance and Financial Services Inc : Hospital and Medical Insurance, Trip Cancellation Insurance, Delayed Baggage Insurance, Public Transportation Vehicle Accident Insurance, Purchase Assurance and Extended Warranty and Travel Assistance.
Auto Rental Collision/Loss Damage Insurance is offered by Royal Insurance Company of Canada.
Security of Transactions
The bank complies with the regulation related to the protection of personal information. In addition, it uses the most secure encryption techniques presently available to ensure the confidential nature of the information it exchanges with you. However, complete confidentiality in the transmission of data is not always possible over the Internet and privacy cannot be ensured at any time. The Laurentian Bank will not be responsible for any damages you may suffer if you transmit confidential or sensitive information to us and that information subsequently becomes public through no fault of ours.
Information Confidentiality
Your private details and identifying financial information must be handled with the utmost discretion. That’s why we work hard to protect your personal and financial information.
Our privacy statement tells you how we protect your privacy and the confidentiality of your personal information and applies to all our dealings with you. We encourage you to visit our Security and Privacy page, where you can read the statement and our Protecting Your Privacy brochure, which summarizes the main points.
Info+, product selectors and financial simulators
Product selectors and financial simulations are provided for general illustrative purposes only, unless otherwise specified and are not warranted to be accurate or complete.
Personal information provided to the Bank will be used for statistical purposes and in the context of activities generally carried out by the Bank and its affiliates, and solely the employees and agents of the Bank and its affiliates will have access to such information, on condition that the information is necessary to the performance of their duties or mandate.
By registering to Info+, with a view to benefiting from high-quality service and obtaining all information available regarding the financial products offered by the Bank, its affiliates or any enterprise that has been duly designated by the Bank, I authorize the Bank and its affiliates to make use of the information it holds in my regard in order to communicate any background documentation, advertisement or information to me. I am entitled to request that the Bank refrain from using the information for the purposes set out in this paragraph at any time by modifying my Info + profile. The Bank will not refuse to provide the services described herein, in the event that I am entitled to them, even if I have revoked my authorization regarding the use of this personal information. Any file with which I am concerned will be kept in the appropriate department of the Bank’s head office. Upon my written request, the Bank will allow me to examine information to which I am entitled by law, at the branch where I conduct my banking, and I may obtain a copy of such information upon payment of amounts charged by the Bank.
Email Alerts and Newsletters
Information provided in sent email messages is subject to the terms and conditions stated in the legal notice published on the laurentianbank.ca website, and is believed to be accurate when provided. However, the Laurentian Bank cannot guarantee that it is accurate or complete or that it will be current at all times. Furthermore, Internet software or transmission problems may produce inaccurate or incomplete copies of information. Interest rates, charges and other conditions relating to products or services are provided for information purposes only and are subject to change. Each product or service is subject to an agreement containing the terms and conditions applicable in said agreement. Any application for a credit product or service is subject to credit approval by Laurentian Bank.
No Warranties
While every effort is made to ensure that the information and materials contained in the site, including text, graphics, links to other Internet resources or other items is accurate, they are provided on an "as is", where is basis. No warranty of any kind, implied, express, or statutory is given by Laurentian Bank in conjunction with the information and materials including, without limitation, the accuracy adequacy, timeliness, merchantability, operation, non-infringement, usefulness, completeness, reliability and fitness for a particular purpose or completeness of the information and materials and expressly disclaims liability for errors or omissions in this information and materials.
Further, Laurentian Bank does not represent or warrant that the site will be at all times available and meet your requirements, that access will be uninterrupted, that there will be no delays, failures, errors or omissions or loss of transmitted information, that no viruses or other contaminating or destructive properties will be transmitted or that no damage will occur to your computer system. You have sole responsibility for adequate protection and backup of data and/or equipment and to take reasonable and appropriate precautions to scan for computer viruses or other destructive properties.
No Liability
In no event Laurentian Bank be liable to you or anyone else for any damages whatsoever (including without limitation direct or indirect, special, incidental or consequential, exemplary or punitive damages, losses or expenses) arising in connection with this site or use thereof or inability to use by any party, or in connection with any failure of performance, error, omission, interruption, defect, delay in operation or transmission, computer virus or line or system failure, loss of data, any unauthorized use or reproduction of the site or the information or otherwise, even if Laurentian Bank, or its representatives are advised of the possibility of such damages, losses or expenses.
No Endorsement or Hyperlinks
Links to other Web sites from this Web site (or references to products, services or publications other than those of Laurentian Bank) are for convenience only and are at your own risk. No endorsement of any third party products, services or information is expressed or implied by any information, material or content referred to or included on, or linked from or to this site. Such products, services or information are not investigated, verified, monitored, or endorsed by Laurentian Bank.
You are responsible for taking the necessary precautions to detect possible viruses and ensuring that any software program accessed through one of the links offered on this site is compatible with your computer. You must also ensure that you have up-to-date backup copies of the entire contents of your hard disk before installing software downloaded from these links.
Trademarks
©Laurentian Bank of Canada, 2006. All Rights Reserved.
Certain names, graphics, logos, icons, designs, words, titles or phrases at this site may constitute trade names, trademarks or service marks of Laurentian Bank or of third parties of which Laurentian Bank is an authorized user. Use of trademarks on this site does not necessarily presume that a licence of any kind has been granted. The ® and ™ symbols designate "registered trademark" and "trademark" respectively.
The trademarks are distinguished from one another and accompanied, at first-time use, with the appropriate trademark symbol: ®/™/*. These symbols are keyed to their respective legend which describes the owner or licensee of the trademark: ®Registered trademark of Laurentian Bank of Canada./TM/Trademark of Laurentian Bank of Canada./*Laurentian Bank, licensee of trademark.
®The following marks are registered trademarks of Laurentian Bank under the Canadian Trademarks Act. Certain of these marks are also Laurentian Bank property under the applicable trademarks laws/legislation in foreign jurisdictions:
TREE (DRAWING), CORNERSTONE, DISTINCTION, GOLDEN YEARS, INSURANCE... JUST IN CASE, INVESTMENT EXCELLENCE, LBC, LBCDIRECT & DRAWING, LBC FINANCIAL SERVICES, LBC XPRESS & DRAWING, MULTIFUNCTION, NATLINK, OSCAR, OSCAR & DRAWING, LAURENTIAN BANK & DRAWING, THE CORNERSTONE GROUP OF FUNDS & DRAWING, LAURENTIAN BANK & TRUST, SUPERSAVER GOLD, SUPERSAVER, TACTICAL RSP, THE SUPER STATEMENT.
™: The following marks are trademarks of Laurentian Bank:
Trust and Laurentian Bank
The following trademarks are the exclusive property of their respective owner:
- American Express
- Comcheq
- INTERAC
- Interlink
- Mastercard
- Visa
Proprietary Information
The information contained in the pages of this site is the sole property of Laurentian Bank and is for your personal use only. All information at this site is protected under the copyright laws of Canada and in other countries. This information may not be reproduced, in whole or in part, without the written express consent of Laurentian Bank. Unauthorized public or commercial use, downloading, storage in any medium, retransmission, redistribution or other reproduction or modification of trademarks or information contained in this site is prohibited and may be a violation of such laws, including trademark or copyright laws and could subject the user to legal action.
Generalities
The products and services described on pages of this site are available only in jurisdictions where they may be legally offered for sale. Moreover, all products and services are subject to the terms and conditions of the various agreements specific to each one.
Problem Resolution Process
Laurentian Bank is dedicated to providing the best possible service to our clients. It's a goal that we strive to attain in conducting our daily business, and it's our way of showing our appreciation for your business. At times, we realize that you may have specific concerns regarding your account. We believe it is important that any concerns you have are communicated to us so that we may serve you better in the future.
This brochure outlines the steps you may follow to ensure that any concerns you have are addressed, and resolved, quickly and effectively.
Download the Complaint Resolution Process brochure
Step One: Raise your concern
Our problem resolution process ensures that any issue or concern you may have is dealt with in a professional and consistent manner.
Simply contact your financial advisor or one of our Client Service Representatives at
Problem Resolution Analyst
Laurentian Bank
199 Bay Street, Suite 600
PO Box 279 STN Commerce Court
Toronto ON M5L 0A2
Fax:
Step Two: For an additional evaluation
If you are not satisfied with how your concerns have been handled, please let us know.
We will escalate the issue to a representative of Senior Management. You may contact Senior Management at:
Vice President, Operations
Laurentian Bank
199 Bay Street, Suite 600
PO Box 279 STN Commerce Court
Toronto ON M5L 0A2
Email: VPOperations@b2bbank.com
Note: Complaints related to LBC Digital must be addressed to Laurentian Bank of Canada and are handled using the B2B Bank contact information provided in Steps One and Two above. This ensures your complaint is directed to the appropriate team for review.
Step Three: Contact the Head of Complaints Resolution
If you have followed Steps One and Two and you are not satisfied with the resolution provided to you by Laurentian Bank, you may contact our Head of Complaints Resolution. The Head of Complaints Resolution will impartially investigate your concern and can be reached at:
Client Complaints Appeal Office (CCAO)
1360 René-Lévesque Boulevard West, Suite 600
Montreal QC H3G 0E5
Tel.:
Fax:
Email: HCR@laurentianbank.ca
If you want to consider further options
If we cannot resolve the complaint to your satisfaction, you may wish to consider the options outlined below.
Ombudsman for Banking Services and Investments (OSBI)
OBSI resolves disputes between participating banking services and investment firms and their customers if they can’t solve them on their own. OBSI is independent and impartial, and their services are free to consumers. You can reach out to the OBSI if you are not satisfied with the final response provided by the Head of Complaint Resolution (Step 3) or if the Bank has exhausted the prescribed 56-day time period for dealing with your complaint. You have 180 calendar days following the reception of the Bank’s final response to bring the complaint to OBSI.
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
PO Box 8
Toronto ON M5H 3R3
Tel.: 416-287-2877 or 1-888-451-4519
Fax: 416-225-4722 or 1-888-422-2865
Email: ombudsman@obsi.ca
Financial Consumer Agency of Canada (FCAC).
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions which includes banks (financial institutions), for compliance with federal consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place. If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments (OBSI).
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Website: www.canada.ca/fcac
Online form
Phone:
For service in English:
For service in French:
For calls from outside Canada:
Teletypewriter (TTY):
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit www.srvcanadavrs.ca/en to learn more.
Financial Consumer Agency of Canada
427 Laurier Ave W. 5th Floor
Ottawa ON K1R 1B9
Protecting your personal information and privacy
At Laurentian Bank, including its subsidiaries,1 such as B2B Bank, B2B Bank Financial Services Inc., B2B Bank Securities Services Inc., B2B Intermediary Services Inc. and B2B Trustco, amongst others, we’re fully committed to keeping your personal information secure and confidential.
You can review Laurentian Bank of Canada’s Privacy and Security details.
If you have any issues regarding your privacy, contact:
Chief Privacy Officer
Laurentian Bank
1360 René-Lévesque Blvd. W., Suite 600
Montreal, Quebec H3G 0E5
If you feel you have not received an adequate response to your concerns after communicating with us, you may contact one of these organizations:
Canada: Office of Privacy Commissioner of Canada
30 Victoria Street
Gatineau QC K1A 1H3
Tel.:
Fax:
Phone (TTY):
Website: priv.gc.ca
Quebec: Commission d'accès à l'information du Québec
Quebec City
525 René-Lévesque Blvd. E., Suite 2.36
Quebec City, Quebec G1R 5S9
Phone:
Fax:
Montreal
2045 Stanley St., Suite 900
Montreal, Quebec H3A 2V4
Phone:
Fax:
Send an email
Website: cai.gouv.qc.ca
Alberta: Office of the Information and Privacy Commissioner of Alberta
Edmonton
9925 - 109 St. NW., Suite 410 Edmonton, Alberta T5K 2J8
Phone:
Fax:
Calgary
801 - 6 Ave. SW., Suite 2460
Calgary, Alberta T2P 3W2
Phone:
Fax:
Send an email
Website: oipc.ab.ca
British Columbia: Office of the Information and Privacy Commissioner for British Columbia
PO Box 9038, Stn. Prov. Govt.
Victoria, British Columbia V8W 9A4
Phone:
Fax:
Send an email
Website: oipc.bc.ca
Code of Conduct for the Delivery of Banking Services to Seniors
If you have any questions, concerns or dissatisfactions regarding the measures we take to better serve seniors1 in application of the Code of Conduct for the Delivery of Banking Services to Seniors, you may contact:
Seniors Champion of Laurentian Bank
1360 René-Lévesque Boulevard West, suite 600
Montréal, Quebec H3G 0E5
seniors_champion@lbcfg.ca
Legal notice
1 For purposes of the Code of Conduct for the Delivery of Banking Services to Seniors, a “senior” refers to an individual in Canada who is 60 years of age or older and who is transacting for non-business purposes.
