At Beacon, we strive to provide the best possible products and services, but if you’re experiencing any issues or are not fully satisfied with our Beacon Money product, we’re here to help. You can contact us through the following channels:
Chat via our app or website
WhatsApp: +1 437 860 5703
Email: [email protected]
When reaching out, please include your name, the product you're having trouble with, and a description of the issue you're experiencing. This will help us assist you as efficiently as possible.
DC Bank is our banking partner, and we work closely to deliver you top-quality products and services. If we are unable to resolve your complaint within 14 days, we will escalate the matter to DC Bank for further assistance.
For more information on how we handle complaints along with DC Bank, here's the comprehensive guide.
STEP 1: Start at the Source
If a problem occurs, it is generally easier to check the facts and come to a resolution at the point where the problem originated. This may simply entail a quick chat with Beacon.
DCBank's call center is also available for you 24 hours a day at 1 844 836-6040 or by email at [email protected].
If your complaint is about the privacy of your personal information you may contact DCBank's Chief Privacy Officer:
Digital Commerce Bank
Attn: Chief Privacy Officer
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Email: [email protected]
Phone: 1 844 836-6040
STEP 2: Escalate the Complaint
If your problem is not resolved to your satisfaction with Beacon, we encourage you to escalate your complaint by telephone, mail, fax or email to the Client Care Centre Manager at DC Bank.
Digital Commerce Bank
Attn: Client Care Centre Manager
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Email: [email protected]
Phone: 1 844 836-6040
Fax: 1 855 852-0391
When contacting DC Bank, please include a telephone number and email address where you can be reached.
STEP 3: Appeal to the Complaints Appeal Officer
You may appeal your complaint by contacting the Complaints Appeal Officer in writing if you are unsatisfied with the resolution provided by the Client Care Centre Manager at DC Bank. Please explain why the problem has not been adequately resolved to your satisfaction.
Digital Commerce Bank
Attn: Complaints Appeal Officer
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Email: [email protected]
STEP 4: Additional Consumer Resources External to DCBank
Ombudsman for Banking Services and Investments (OBSI) is DCBank's external complaints body. OBSI is independent from DCBank and can provide you with information and further review of your complaint if you are still unsatisfied or if your complaint has not been resolved or closed within 56 days from the day the complaint was made.
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400 P.O. Box 8
Toronto, ON M5H 3R3
Toll-free: 1 888 451-4519
Fax: 1 888 422-2865
TTY Telephone: 1 844 358-3442
Website: https://www.obsi.ca/
Email: [email protected]
Contacting the Financial Consumer Agency of Canada ("FCAC")
The FCAC supervises all federally regulated financial institutions to ensure that they comply with federal consumer protection provisions. It also educates consumers and monitors industry codes of conduct and public commitments designed to protect consumer interests.
These consumer protection provisions cover a variety of operating practices that directly affect clients. For example, financial institutions are required by law to provide consumers with information about their fees and complaint handling procedures.
Specific complaints made in writing will be assessed by the FCAC on a case-by-case basis to determine whether a federal consumer protection issue exists, and if so, what necessary action should be taken.
Regulatory complaints should be submitted in writing:
Financial Consumer Agency of Canada
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9
Phone: 1 866 461-FCAC (3222) English
1 866 461-ACFC (2232) French
Website: www.fcac-acfc.gc.ca
The FCAC's web site provides a complete listing of federal consumer protection laws.
Contacting the Office of the Privacy Commissioner of Canada
If your complaint relates to a privacy related matter, you may contact: The Office of the Privacy Commissioner of Canada at 1-800-282-1376 or www.priv.gc.ca.
FEEDBACK: Tell Us How We Did
We encourage you to give us feedback about your experience dealing with your complaint by telephone, mail, fax or email to the Client Care Centre Manager at DC Bank.
Digital Commerce Bank
Attn: Client Care Centre Manager
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Email: [email protected]
Phone: 1 844 836-6040
Fax: 1.855 852-0391