Chequing Accounts - Unauthorised access

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If you notice that someone has accessed your account, you should contact your bank as soon as possible to report it. We suggest calling them directly in this case.

They may have some protections in place to stop you losing out as a result of fraud. Be aware that some banks may have different rules around what counts as a fraudulent transaction. Double-check the terms of your agreement to make sure! The rules say that banks should always investigate fraudulent transactions fully. Some banks may require that you contact them within a certain timeframe to get the full amount back. Most of the time you won't be responsible for fraudulent transactions. Be aware that some banks may require that you undertake certain precautions in order to be eligible for their protection schemes. These may include protecting your password and signing out properly every time you use their service

You should know

Where available we include the Internal Ombudsman of a bank in the escalation process. This is in-line with the FCAC complaints process guidance:

https://www.canada.ca/en/financial-consumer-agency/services/complaints/file-complaint-financial-institution.html

If you already have a final response from your bank that is not to your satifaction, you can choose to escalate for a Third Party Review regardless of whether you have been to the Internal Ombudsman.

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