Common use of Timelines Clause in Contracts

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx Xxxxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000-000-0000 Email: xxxxxxxxx@xxxx.xx TTY: 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime any time during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx 00 Xxxxx Xxxxxx Xxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx Xxxxxxx, X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000-000-0000 Email: xxxxxxxxx@xxxx.xx TTY: 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime any time during the complaint handling process, you can obtain an up-up- to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx 00 Xxxxx Xxxxxx Xxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx Xxxxxxx, X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000-000-0000 Email: xxxxxxxxx@xxxx.xx TTY: 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime any time during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx 00 Xxxxx Xxxxxx Xxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000-000-0000 Email: xxxxxxxxx@xxxx.xx TTY: 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx 00 Xxxxx Xxxxxx Xxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx Xxxxxxx, X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000-000-0000 Email: xxxxxxxxx@xxxx.xx TTY: 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime any time during the complaint handling process, you can obtain an up-up- to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx 00 Xxxxx Xxxxxx Xxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000-000-0000 Email: xxxxxxxxx@xxxx.xx TTY: 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime any time during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx 00 Xxxxx Xxxxxx Xxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx Xxxxxxx, X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000-000-0000 Email: xxxxxxxxx@xxxx.xx TTY: TTY 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx Xxxxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000-000-0000 Email: xxxxxxxxx@xxxx.xx TTY: TTY 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime any time during the complaint handling process, you can obtain an up-up- to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx 00 Xxxxx Xxxxxx Xxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000416-000225-0000 4722 Email: xxxxxxxxx@xxxx.xx TTY: 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime any time during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx 00 Xxxxx Xxxxxx Xxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx Xxxxxxx, X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000416-000225-0000 4722 Email: xxxxxxxxx@xxxx.xx TTY: 0-000-000-0000 Website: xxx.xxxx.xx

Timelines. We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined above, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two, we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation. We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Office of the Chief of Complaints to facilitate the earliest possible resolution of your complaint. Obtaining a status on your complaint At anytime during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is by calling the telephone number shown at the end of this booklet. Elevating your complaint outside of Amex Bank of Canada Once the Amex Bank of Canada Office of the Chief of Complaints has provided a decision on your complaint and you are still not satisfied, the Ombudsman for Banking Services and Investments (OBSI) can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the “Timelines” section. The Ombudsman for Banking Services and Investments can be reached at: 000 Xxx 00 Xxxxx Xxxxxx Xxxx Xxxxx 0000, X.X. Xxx 0 Xxxxxxx, Xxxxxxx X0X 0X0 Toll-free Telephone: 0-000-000-0000 Local: 000-000-0000 Toll-free Fax: 0-000-000-0000 Local: 000-000-0000 Email: xxxxxxxxx@xxxx.xx TTY: 0-000-000-0000 Website: xxx.xxxx.xx