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More than three-quarters of client complaints against Canada’s two largest banks that were judged by an external dispute resolution agency last year were resolved in favour of the financial institutions.

The ADR Chambers Banking Ombuds Office, which handles and investigates disputes for customers who do not agree with recommendations made by a participating bank’s internal ombudsman, provided services to Royal Bank of Canada an TD Bank Group in 2014, according to an annual report posted to the organization’s website.

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Final reports were issued for 73 files last year, with 77 per cent of those resolved “predominantly in favour of the Banks,” the report said. Ten per cent were resolved predominantly in favour of customers, and the balance, aside from one case that was referred to court, had resolutions where “the parties’ success was split.”

Canada’s other major banks have their disputes with customers largely resolved through a separate organization called the Ombudsman for Banking Services and Investments (OBSI). TD and Royal Bank withdrew from OBSI after complaining about a number of issues, including the methodology used to determine compensation recommendations.

Tyler Fleming, OBSI’s director of strategy and stakeholder relations, said OBSI recommended in favour of bank customers in 16% of cases in 2014.