Complaint Procedure

The Equitable Trust Company

 

Complaint Handling Procedures

 

 

 

Step One:

 

Contact us at 416-515-2293

 

If you have a problem please contact us by phoning our Complaint Line at the above telephone number. Leave a message with your name, and a telephone number where you can be contacted during business hours. A representative of the Compliance Officer will contact you to obtain details of your concern and to begin the resolution process. The representative of the Compliance Officer has the authority to resolve the majority of problems that arise.

Step Two:

 

Contact the Chief Compliance Officer

 

If your concern is still unresolved to your satisfaction, the Chief Compliance Officer will be pleased to assist you. You can contact the Chief Compliance Officer at:

 

The Chief Compliance Officer

The Equitable Trust Company

30 St. Clair Avenue West, Suite 700

Toronto, Ontario M4V 3A1

 Telephone: 416-515-7000

Email: Equitable Trust CCO Email Address

 

                                                                                                                                                                         

Step Three:

 

Still not satisfied? The Ombudsman for Banking Services and Investments is there to assist.

 

If  Equitable Trust’s best efforts have been unable to resolve your concern to your satisfaction, an independent Ombudsman has been retained by the Company to assist. The Ombudsman has been appointed to serve the interest of customers of Canadian banks. You may contact the Ombudsman at:

 

 

The Ombudsman for

Banking Services and Investments

PO Box 896, Station Adelaide,

Toronto, Ontario M5C 2K3

 

Toll Free: 1-888-451-4519

In Toronto: 416-287-2877

Toll Free Fax: 1-888-422-2865

  Email: ombudsman@obsi.ca

Web site: www.obsi.ca

 

 

                                                                                                                                                                                   

Step Four:

 

Contact the Financial Consumer Agency of Canada (FCAC)

 

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to make sure they comply with federal consumer protection laws. The FCAC also helps to educate consumers and monitors industry codes of conduct and public commitments designed to protect the interests of consumers.

 

These consumer protection provisions cover a variety of operating practices that directly affect consumers.  For example, financial institutions are required by law to provide consumers with information about their fees, interest rates and complaint handling procedures.

 

For more information on regulatory issues governed by the FCAC contact the FCAC at:

 

Financial Consumer Agency of Canada

6th Floor, Enterprise Building

427 Laurier Ave. West

Ottawa, Ontario K1R 1B9

 

Telephone: 1-866-461-3222

Web site: www.fcac.gc.ca

 

                                      The FCAC will determine whether the financial institution is in compliance. It will not however resolve individual consumer complaints.