1. Complaint Handling Brochure
2. Annual Complaints Information
3. Prohibited Conduct Disclosure
4. Privacy Statement
5. Notice of Funds Hold
6. Uninsured Deposit Notice
1. Complaint Handling Brochure
Our commitment at Mizuho Bank, Ltd., Canada Branch is to provide its customers with the highest level of service and ensure that your business is handled in an efficient and courteous manner. If we did not meet your expectations, please contact us following the steps in this brochure.
a. Complaint Handling Procedures
Step 1: Voice your complaint
Contact your Relationship Manager by phone or email.
If the Relationship Manager is unavailable, please contact the branch at
- (416) 874-0222; or
- by writing to:
Mizuho Bank, Ltd., Canada Branch
Business Department / Complaints
40 King Street West, Suite 2600, Box 326 Toronto, Ontario M5H 3Y2
If the Relationship Manager is not able to resolve your complaint within 14 days from the day you notified us, your complaint will be escalated automatically to the Chief Compliance Officer (CCO).
Step 2: Escalate your complaint
If the Relationship Manager is unable to resolve your complaint to your satisfaction, please contact the (CCO) by:
- asking the Relationship Manager to escalate your complaint, or
- directly contacting the CCO:
Telephone: (416) 874-1148
Email: nick.pomponio@mizuhogroup.com
Mail: Mizuho Bank, Ltd., Canada Branch
Chief Compliance Officer / Complaints
40 King Street West, Suite 2600, Box 326 Toronto, Ontario M5H 3Y2
Privacy Complaints Only
If your complaint is related to privacy concerns, we will direct your privacy concerns to the Chief Privacy Officer (CPO):
Telephone: (416) 874-1148
Email: nick.pomponio@mizuhogroup.com
Mail: Mizuho Bank, Ltd., Canada Branch
Chief Privacy Officer
40 King Street West, Suite 2600, Box 326 Toronto, Ontario M5H 3Y2
Status Update on Complaint
Updates on registered complaints can be received by contacting the Relationship Manager or the CCO at the contact information noted above.
b. Resolution through an External Complaint Body
If you are not satisfied with the response provided by the CCO or we have not provided a response within 56 days of your complaint, you can contact the Ombudsman for Banking Services and Investments (OBSI).
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Mail: 20 Queen Street West, Suite 2400, PO Box 8, Toronto, ON M5H3R3
Website: www.obsi.ca
OBSI is independent from Mizuho Bank, Ltd., Canada Branch. You have the right to ask the OBSI to review your complaint.
c. Contacting a Regulatory Body
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place.
If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body:
Ombudsman for Banking Services and Investments (OBSI)
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Mail: 20 Queen Street West, Suite 2400, PO Box 8, Toronto, ON M5H3R3
Website: www.obsi.ca
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Web site: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, ON K1R 7Y2
Office of the Privacy Commissioner of Canada
For privacy matters, the Office of the Privacy Commissioner of Canada investigates complaints concerning the Personal Information Protection and Electronic Documents Act (PIPEDA). If you are not satisfied with our Chief Privacy Officer’s response regarding your privacy concern, you may contact the Office of the Privacy Commissioner of Canada by:
Telephone: 1-800-282-1376
Fax: 1-819-994-5424
Mail: 30 Victoria Street Gatineau, Quebec K1A 1H3
Website: www.priv.gc.ca
2. Annual Complaints Information FY2025
Total number of complaints that the Chief Compliance Officer of Mizuho Bank, Ltd., Canada Branch dealt with: 0.
Number of resolved and closed complaints dealt with: 0.
Average length of time the Mizuho Bank, Ltd., Canada Branch took to deal with the complaints, from the first interaction with the consumer to the date on which the complaint was resolved or closed: N/A
Products or services to which the complaints relate and the nature of the complaints: N/A
Number of complaints that were resolved by the Mizuho Bank, Ltd., Canada Branch to the satisfaction of the complainant: N/A
3. Prohibited Conduct Disclosure
It is unlawful in Canada for banks to take advantage of a person or coerce or impose undue pressure on them. This requirement is included in section 627.04 of the Canadian Bank Act. Mizuho Bank, Ltd., Canada Branch is subject to this requirement in Canada. More specifically, in our dealings with our customers and the public in Canada, we may not take advantage of a person, impose undue pressure on them or coerce them for any purpose. This also means that we may not impose undue pressure or coerce a person to obtain a product or service from a particular institution (such Mizuho Bank, Ltd., Canada Branch or its affiliates or partners), as a condition for obtaining another product or service from Mizuho Bank, Ltd., Canada Branch.
If you believe you have experienced undue pressure or coercion, or have been taken advantage of in any dealings with Mizuho Bank, Ltd., Canada Branch, please contact us using the information below:
Nick Pomponio,
Managing Director, Joint General Manager
Chief Compliance Officer (CCO)
Telephone: 416-874-1148
Email: Nick.Pomponio@mizuhogroup.com
4. Privacy Statement
Effective Date: September 1, 2026
Please refer to the Mizuho Americas Privacy and Security Statement (Privacy & Security) for further information, including jurisdiction-specific provisions.
a. Our Commitment to Privacy
Mizuho Bank, Ltd., Canada Branch (“we”, “us” and “our”) is committed to maintaining the security, confidentiality and privacy of the personal information we collect. This Privacy Statement documents our on-going commitment to comply with Canadian privacy legislation.
b. Scope
This Statement addresses personal information about individuals in Canada and does not apply to information about corporate or commercial entities. This Statement also does not apply to, nor does it impose any limits on our collection, use or disclosure of, information exempted or excluded from applicable privacy legislation, including business contact information collected, used, or disclosed for business communications purposes.
This Privacy Statement is effective as of the Effective Date noted above. We may amend this Privacy Statement at any time. The amended Privacy Statement will be posted on this website.
c. Accountability
We are accountable and responsible for the personal information under our control. We have designated a Chief Privacy Officer (CPO) who is responsible within the Bank for our compliance with this Statement.
d. Purposes
We may use your personal information for the following purposes: (i) evaluating and verifying account applications and the information provided to us in connection with applications and accounts, (ii) administering and servicing accounts and the products and services requested from us; (iii) to protect us, you and others from fraud and error and to safeguard our financial interests; (iv) to authenticate your identity and corporate authority; (v) to collect debts owed to us; (vi) to manage or transfer our assets or liabilities, such as in the case of acquisitions and mergers, loans syndications and securitizations or sales of mortgages; (vii) to comply with legal and regulatory requirements, including applicable anti-money-laundering legislation (and including foreign laws and regulations applicable to us); (viii) in the case of our employees, to maintain, administer, and report on appropriate payroll, benefit and tax information as required by legal and regulatory authorities and (ix) in the case of potential employees to evaluate your application for employment and, where applicable, complete the recruiting process.
We may also monitor and record your telephone conversations with our representatives for the above purposes and for the purposes of maintaining an accurate record of your transaction instructions, resolving conflicts regarding those instructions, and evaluating and improving our customer service to you.
We may disclose your personal information to:
- our international affiliates and branches as necessary for the operation of an account or the provision of requested products or services, to detect and prevent fraud, to meet our legal and regulatory requirements, or otherwise manage our global operations.
- Canadian and foreign government banking and financial regulatory bodies as necessary to comply with applicable legal and regulatory requirements.
- Third parties where necessary to authenticate your identity and corporate authority, detect and prevent fraud, or collect debts owed to us
- assignees or other parties connected with proposed or actual acquisitions and mergers, loans syndications and securitizations or sales of mortgages and similar business transactions involving our assets or liabilities.
- agents or service providers we engage to provide services on our behalf (including affiliates acting in this capacity).
We have offices and branches outside of Canada, and some of the third parties to whom we may disclose or transfer personal information above may be located outside of Canada. We may store or process personal information outside of Canada for the purposes described above. Please note that personal information stored, disclosed or transferred outside of Canada may be subject to legal requirements in foreign countries applicable to us or the third parties above, for example lawful requirements to disclose personal information to government authorities in those countries. Please refer to the Mizuho Americas Privacy and Security Statement (Privacy & Security) for further information, including jurisdiction-specific provisions.
The above collections, uses and disclosures are a necessary part of your relationship with us. In addition to the above, we may also share the personal information with our parent(s), subsidiaries and other affiliates and with other authorized suppliers and agents, which may offer their services to you. This information use and sharing is optional and you may instruct us to refrain from using or sharing your personal information in this way at any time by providing written notification to the CPO at the address provided below.
We may also use and share your personal information for other purposes with your consent or as otherwise authorized or required by law.
e. Consent
We will obtain your consent to collect, use or disclose personal information except where we are authorized or required by law to do so without consent.
Your consent can be express, implied or given through an authorized representative such as a lawyer, agent or broker. It can also be given verbally, in writing, electronically, through inaction (e.g. if we notify you that we want to collect, use or disclose your personal information for various purposes and you do not object) or otherwise.
In the case of potential employees implied consent will be administered where submissions of resume are done through the employee referral program.
You may withdraw consent at any time, subject to legal or contractual restrictions, provided that reasonable notice of withdrawal of consent is given to us. Upon receipt of a notice of withdrawal of consent, we will inform you of the likely consequences of the withdrawal of consent, which may include our inability to provide certain products or services for which that information is necessary. Note that any consent you have given for certain purposes (for instance, fraud prevention, legal compliance or similarly legitimate purposes identified in this Statement) will be valid for so long as necessary to fulfil those purposes.
f. Personal Information Collected
Types of personal information we collect may include:
- name, address, telephone number, and other contact information.
- information we collect to verify identity and comply with anti-money laundering and related laws, such as:
- date of birth
- information about your business or occupation
- passport, driver’s license, birth certificate or similar personal identification
- information about third party beneficiaries of accounts, if any
- information for eligibility of employee benefits, such as dependents, beneficiaries, next of kin, and emergency contacts
- other information we may collect with your consent or as permitted or required by law.
- We generally collect this information directly from you, but may also collect it from other sources such as a lawyer, agent or broker, your employer, your references, or public registries.
g. Retaining Personal Information
We will destroy, erase or make anonymous documents or other records containing personal information as soon as it is reasonable to assume that the original purpose is no longer being served by retention of the information and retention is no longer necessary for legal or business purposes (including, for example, maintaining business records for reasonable retention periods).
We will take reasonable steps when destroying the personal information to prevent unauthorized access to the information.
h. Accuracy
We will make a reasonable effort to ensure that personal information we are using or disclosing is accurate and complete. In some cases, we rely on you to ensure that certain information, such as your address or telephone number, is current, complete and accurate.
If you demonstrate the inaccuracy or incompleteness of personal information, we will amend the information as required. If appropriate, we will send the amended information to third parties to whom the information has been disclosed.
When a challenge regarding the accuracy of personal information is not resolved to your satisfaction, we will annotate the personal information under its control with a note that the correction was requested but not made.
i. Safeguarding Personal Information
We take reasonable steps to protect the personal information in our custody or control . We have implemented physical, technological and organizational security measures to prevent unauthorized access, collection, use, disclosure, copying, modification, disposal or similar risks. We restrict access to personal information to personnel who require access for the purposes described in this Statement. Please note, however, that no security measures can guarantee absolute security.
j. Providing Access
You have the right to request access to your personal information in our control, subject to applicable legal limitations. You also have the right to request information about how we have used and shared your personal information.
To exercise your rights, please write to our CPO at the address provided under “Contacting Us” below.
We will respond to your written request for access within 30 days or provide written notice where additional time is required to respond to the request.
In some situations, we may not be able to provide access to certain personal information. This may be the case where, for example, disclosure would reveal personal information about another individual, the personal information is protected by solicitor/client privilege, the information was collected for the purpose of an investigation or where disclosure of the information would reveal confidential commercial information that, if disclosed, could harm our competitive position. We may also be prevented by law from providing access to certain personal information.
Where an access request is refused, we will notify you in writing, document the reasons for refusal and outline further steps which are available to you.
k. Contact Us
If you have any inquiries, complaints or questions regarding this Statement or our compliance with privacy legislation or believe that your account information is incomplete or inaccurate please contact our Chief Privacy Officer as follows:
Email: nick.pomponio@mizuhogroup.com
Mail: Mizuho Bank, Ltd., Canada Branch
Chief Privacy Officer
40 King Street West, Suite 2600, Box 326 Toronto, Ontario M5H 3Y2
5. Notice of Funds Hold
When a cheque or other instrument is deposited in an account with Mizuho Bank, Ltd., Canada Branch, the funds may not be immediately accessible by the account holder. In general, the maximum period of time required to clear a cheque or other instrument deposited to an account with Mizuho Bank, Ltd., Canada Branch (the “hold period”) is five business days after the date of deposit.
a. the hold period may be longer in some circumstances, including where: (a) the deposit is made by a means other than a paper-based cheque or other instrument;
b. the cheque or other instrument deposited is not encoded with magnetic ink to allow for character recognition or is damaged or mutilated such that it is unreadable by cheque clearing systems;
c. the cheque or other instrument deposited is not drawn on a financial institution’s branch located in Canada or is not issued in Canadian dollars;
d. Mizuho Bank, Ltd., Canada Branch has reasonable grounds to believe that there is a material increased credit risk, based on factors such as an escalating overdraft balance that is not reduced by deposits received, or a receipt by Mizuho Bank, Ltd., Canada Branch of a notice of bankruptcy or of a creditor action against the account holder;
e. Mizuho Bank, Ltd., Canada Branch has reasonable grounds to believe the deposit is being made for illegal or fraudulent purposes;
f. the cheque or other instrument deposited has been endorsed more than once;
g. or the cheque or other instrument is deposited six months or more after the date of such cheque or other instrument.
Following the hold period the funds will be accessible to the account holder. However, the account holder will remain liable for returned items including any associated fees. Customers can speak with their account relations manager about the status of the hold on any deposit to your account with Mizuho Bank, Ltd., Canada Branch.
6. Uninsured Deposit Notice
Deposits with the Mizuho Bank, Ltd., Canada Branch are not insured by the Canada Deposit Insurance Corporation (CDIC).