Banking services for seniors: know your rights

Banks, members of the Canadian Bankers Association (CBA), have adopted a code of conduct to guide them in the delivery of banking services to seniors.

Banks will:

• establish and implement policies, procedures, and processes to support the code
• communicate with seniors in an effective way
• provide appropriate training to their employees and representatives who serve seniors
• provide appropriate resources to employees and representatives who deal with clients face to face. This is to help them understand matters relevant to seniors’ banking needs
• try to mitigate potential financial harm to seniors
• consider market demographics and the needs of seniors when closing a branch
• publicly disclose the steps they’ve taken to support the principles set out in the code

Banks will make this code available:

• at each of their branches where they offer products or services in Canada and at each of their points of service
• on each of their websites through which they offer products or services in Canada
• in writing, upon request

Learn more about the Code of Conduct for the Delivery of Banking Services to Seniors (PDF).

When these rights apply to you

These rights apply when you're dealing with a bank that is a member of the Canadian Bankers Association (CBA).

Find out if your bank is a member of the Canadian Bankers Association.

Learn more about how your banking rights are protected.