The Customer Complaint Appeal Office (CCAO) is the final escalation point in BMO’s complaint handling process. This report provides a comprehensive overview of the office and its procedures as well as an overview of the year.

I’ve transformed the existing PDF (see the last image) to ensure alignment with BMO's branding and enhance user-friendliness. Taking a digital-first design approach, the report is now presented in a landscape format (to better fit on computer screens) and with an easy-to-navigate clickable side menu.