Please be advised that Home Bank’s Customer Complaints Procedures are administered by its parent company, Home Trust Company. Any references to Home Trust Company in the Procedures below also refer to Home Bank.
Resolving Your Concerns
At Home Bank, we are committed to providing the best possible service to all our customers. Home Trust provides complaint resolution services to Home Bank customers. We understand that sometimes you have concerns, and we welcome your suggestions and comments. If you have a complaint, following the steps provided will ensure it is addressed as quickly as possible.
You should start by contacting the representative at Home Bank that you were initially dealing with. If this person is unable to resolve the matter to your satisfaction, ask to speak with the manager or team leader of the business area. They will have the authority to resolve most problems immediately.
If you are not satisfied with the resolution in step 1, you may contact one of the numbers below and ask to address the matter with an Escalated Complaint Manager.
Retail Credit Services:
If your complaint remains unresolved after following Steps 1 and 2, you may contact Home Trust’s Ombudsman or, if privacy related, Chief Privacy Officer.
Home Trust Company – Ombudsman
145 King Street West Suite 2300 Toronto, Ontario M5H 1J8
If your concern remains unresolved after contacting Home Trust’s Ombudsman, you may contact the Ombudsman for Banking Services and Investments (OBSI) as outlined below. Please note that you may contact OBSI earlier than Step 4 as described in the ‘Timelines’ section.
Ombudsman for Banking Services and Investments
401 Bay Street Suite 1505, P.O. Box 5 Toronto, Ontario M5H 2Y4
If your complaint involves Home Bank’s obligations under The Bank Act (Canada), such as providing you with information about fees, interest rates or these complaint procedures, you may contact the FCAC at any time.
Home Trust and Home Bank make every effort to ensure your complaint is acknowledged and reviewed in a timely manner. If you have not followed the steps outlined inside this brochure, we may refer your concern to the appropriate complaint handling level for review and response.
If your complaint reaches Step 2, you will receive a response with details about your concern and the proposed resolution or explanation within 90 days. If we are unable to respond to you within that time period, a notice will be provided to you with an estimate of the review’s completion date.
You have the right to contact the Ombudsman for Banking Services and Investments (OBSI) 90 days after reaching Step 2.
For more information about our products and contact information, visit hometrust.ca or homebank.ca or by calling 1-877-903-2133.