Common use of AMEX BANK OF CANADA - COMPLAINT HANDLING PROCEDURES Clause in Contracts

AMEX BANK OF CANADA - COMPLAINT HANDLING PROCEDURES. At Amex Bank of Canada, we strive to provide the world’s best customer experience every day; our goal is to ensure that our products and services are relevant and meet the needs of our customers. If you have a complaint, contact us and we will address your complaint promptly, minimizing unnecessary delays to the best of our ability. We believe that complaints are best resolved when communication is clear, and we are committed to keeping you updated on our progress throughout this process. We will make every effort to resolve your complaint at first point of contact; however, if we have not done so within 14 days, following the date on which we first received your complaint, we will automatically escalate it to our Complaint Resolution Team on your behalf. If your complaint requires more than 56 days to resolve or close, we will advise you of your right to escalate the complaint to our external complaints body, the Ombudsman for Banking Services and Investments, and how long the investigation may take, should you decide to leave your complaint with us. Our Complaint Handling Procedures are outlined in detail below. Our Customer Service Professionals are at your service; they will open a complaint case which will begin the work required to bring your complaint to closure. You will receive an acknowledgement notice including a copy of these complaint handling procedures for your reference. You can contact our Customer Service Professionals as follows: Phone: Call the number on the back of your Card or refer to the telephone number shown at the end of this booklet. Online: Amex CA mobile app Visit xxxx.xx/xxxxxxxxxx for availability Mail: Refer to the mailing address shown at the end of this booklet. Please make sure to address your letter to Attn: Customer Service – Complaints. If your complaint is not closed or resolved within 14 days, following the date on which the complaint was first received, your complaint will automatically be escalated to our CRT. Alternatively, you may request that we escalate your complaint sooner (please use the contact options above, and if you’re mailing a letter to us, please address it to the attention of the Amex Bank of Canada Complaint Resolution Team). We will inform you of the escalation and a representative from the CRT will contact you. They may clarify details, request additional information, or ask you for support. They will keep you informed of progress and provide their findings in a written response. If you are not satisfied with the response provided by the CRT, you can contact our CCO at the contact information below. The CCO will use the written response provided by the CRT and other details to determine if the bank followed its policies and procedures. The CCO will provide you with a written response detailing the outcome of the review and any recommendations. The CCO does not provide legal advice and does not review complaints that are being pursued by other means including litigation and arbitration. By contacting the CCO, you agree not to ask the CCO to produce files and records, to testify, or give evidence. You can contact our CCO as follows: Phone: 0-000-000-0000 (toll-free) 0-000-000-0000 (TTY) 0-000-000-0000 (fax) 0-000-000-0000 (fax outside Canada/US) 0-000-000-0000 (outside Canada/US, please call collect) Mail: Amex Bank of Canada P.O. Box 3204, Station “F” Toronto, Ontario, M1W 3W7 Attn: Chief Complaints Office Notices and resolution timelines in these procedures do not apply if your complaint does not relate to (i) a product or service that is offered, sold, or provided by us, or (ii) the manner in which a product or service is offered, sold, or provided by us. If we have not resolved your complaint within 56 days, or you are not satisfied with the resolution offered by our CCO, you may escalate your complaint to our external complaints body, OBSI, for additional information and a further review of your complaint. You can contact the OBSI as follows:

AMEX BANK OF CANADA - COMPLAINT HANDLING PROCEDURES. At Amex Bank of Canada, we strive to provide the world’s best customer experience every day; our goal is to ensure that our products and services are relevant and meet the needs of our customers. If you have a complaint, contact us and we will address your complaint promptly, minimizing unnecessary delays to the best of our ability. We believe that complaints are best resolved when communication is clear, and we are committed to keeping you updated on our progress throughout this process. We will make every effort to resolve your complaint at first point of contact; however, if we have not done so within 14 days, following the date on which we first received your complaint, we will automatically escalate it to our Complaint Resolution Team on your behalf. If your complaint requires more than 56 days to resolve or close, we will advise you of your right to escalate the complaint to our external complaints body, the Ombudsman for Banking Services and Investments, and how long the investigation may take, should you decide to leave your complaint with us. Our Complaint Handling Procedures are outlined in detail below. Our Customer Service Professionals are at your service; they will open a complaint case which will begin the work required to bring your complaint to closure. You will receive an acknowledgement notice including a copy of these complaint handling procedures for your reference. You can contact our Customer Service Professionals as follows: Phone: Call the number on the back of your Card or refer to the telephone number shown at the end of this booklet. Online: Amex CA mobile app Visit xxxx.xx/xxxxxxxxxx for availability Mail: Refer to the mailing address shown at the end of this booklet. Please make sure to address your letter to Attn: Customer Service – Complaints. If your complaint is not closed or resolved within 14 days, following the date on which the complaint was first received, your complaint will automatically be escalated to our CRT. Alternatively, you may request that we escalate your complaint sooner (please use the contact options above, and if you’re mailing a letter to us, please address it to the attention of the Amex Bank of Canada Complaint Resolution Team). We will inform you of the escalation and a representative from the CRT will contact you. They may clarify details, request additional information, or ask you for support. They will keep you informed of progress and provide their findings in a written response. If you are not satisfied with the response provided by the CRT, you can contact our CCO at the contact information below. The CCO will use the written response provided by the CRT and other details to determine if the bank followed its policies and procedures. The CCO will provide you with a written response detailing the outcome of the review and any recommendations. The CCO does not provide legal advice and does not review complaints that are being pursued by other means including litigation and arbitration. By contacting the CCO, you agree not to ask the CCO to produce files and records, to testify, or give evidence. You can contact our CCO as follows: Phone: 0-000-000-0000 (toll-free) 0-000-000-0000 (TTY) 0-000-000-0000 (fax) 0-000-000-0000 (fax outside Canada/US) 0-000-000-0000 (outside Canada/US, please call collect) Mail: Amex Bank of Canada P.O. Box 3204, Station “F” TorontoXxxxxxx, OntarioXxxxxxx, M1W 3W7 X0X 0X0 Attn: Chief Complaints Office Notices and resolution timelines in these procedures do not apply if your complaint does not relate to (i) a product or service that is offered, sold, or provided by us, or (ii) the manner in which a product or service is offered, sold, or provided by us. If we have not resolved your complaint within 56 days, or you are not satisfied with the resolution offered by our CCO, you may escalate your complaint to our external complaints body, OBSI, for additional information and a further review of your complaint. You can contact the OBSI as follows:

AMEX BANK OF CANADA - COMPLAINT HANDLING PROCEDURES. At Amex Bank of Canada, we strive to provide the world’s best customer experience every day; our goal is to ensure that our products and services are relevant and meet the needs of our customers. If you have a complaint, contact us and we will address your complaint promptly, minimizing unnecessary delays to the best of our ability. We believe that complaints are best resolved when communication is clear, and we are committed to keeping you updated on our progress throughout this process. We will make every effort to resolve your complaint at first point of contact; however, if we have not done so within 14 days, following the date on which we first received your complaint, we will automatically escalate it to our Complaint Resolution Team on your behalf. If your complaint requires more than 56 days to resolve or close, we will advise you of your right to escalate the complaint to our external complaints body, the Ombudsman for Banking Services and Investments, and how long the investigation may take, should you decide to leave your complaint with us. Our Complaint Handling Procedures are outlined in detail below. Our Customer Service Professionals are at your service; they will open a complaint case which will begin the work required to bring your complaint to closure. You will receive an acknowledgement notice including a copy of these complaint handling procedures for your reference. You can contact our Customer Service Professionals as follows: Phone: Call the number on the back of your Card or refer to the telephone number shown at the end of this booklet. Online: Amex CA mobile app Visit xxxx.xx/xxxxxxxxxx xxx.xxxx.xx/xxxxxxxxxx for availability Mail: Refer to the mailing address shown at the end Amex Bank of this booklet. Please make sure to address your letter to Canada P.O. Box 3204, Station “F” Toronto, Ontario, M1W 3W7 Attn: Customer Service – Complaints. Complaints If your complaint is not closed or resolved within 14 days, following the date on which the complaint was first received, your complaint will automatically be escalated to our CRT. Alternatively, you may request that we escalate your complaint sooner (please use the contact options above, and if you’re mailing a letter to us, please address it to the attention of the Amex Bank of Canada Complaint Resolution Team). We will inform you of the escalation and a representative from the CRT will contact you. They may clarify details, request additional information, or ask you for support. They will keep you informed of progress and provide their findings in a written response. If you are not satisfied with the response provided by the CRT, you can contact our CCO at the contact information below. The CCO will use the written response provided by the CRT and other details to determine if the bank followed its policies and procedures. The CCO will provide you with a written response detailing the outcome of the review and any recommendations. The CCO does not provide legal advice and does not review complaints that are being pursued by other means including litigation and arbitration. By contacting the CCO, you agree not to ask the CCO to produce files and records, to testify, or give evidence. You can contact our CCO as follows: Phone: 0-000-000-0000 (toll-free) 0-000-000-0000 (TTY) 0-000-000-0000 (fax) 0-000-000-0000 (fax outside Canada/US) 0-000-000-0000 (outside Canada/US, please call collect) Mail: Amex Bank of Canada P.O. Box 3204, Station “F” Toronto, Ontario, M1W 3W7 Attn: Chief Complaints Office Notices and resolution timelines in these procedures do not apply if your complaint does not relate to (i) a product or service that is offered, sold, or provided by us, or (ii) the manner in which a product or service is offered, sold, or provided by us. If we have not resolved your complaint within 56 days, or you are not satisfied with the resolution offered by our CCOCRT, you may escalate your complaint to our external complaints body, OBSI, for additional information and a further review of your complaint. You can contact the OBSI as follows: