This report explores the financial services complaint experiences of Canadians at various income levels who used the Ombudsman for Banking Services and Investments (OBSI)’s service. The national, not-for-profit organization collected demographic and case data for almost 1,000 closed cases resolved between 2017 to 2019 to create the report. These cases were grouped into three categories:

• lower-income households (under $60,000);
• middle-income households ($60,000 to $100,000); and
• higher-income households (over $100,000).

Key findings include:

• Lower-income households represent almost 40% of OBSI cases. Lower-income consumers of financial services need and make use of OBSI as an accessible alternative to the legal system.
• Nearly one-third (30%) of employed complainants live in lower- or middle-income households. Canadians experience economic barriers to accessing legal services regardless of their employment status.
• Most lower-income complainants are over 60, while most higher-income complainants are under 50. Older Canadians have a particular need for accessible dispute resolution.