Customer Complaint Procedures

Notice to Home Bank Customers

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.

Step 1

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.

Step 2

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.

General Inquiries: 1-877-903-2133
Mortgages: 1-855-270-3630
Visa Cards: 1-888-281-7793
Deposit Brokers: 1-877-318-4024
Oaken Customers: 1-855-625-3622
Retail Credit Services: 1-888-763-0002

Step 3

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
Address: 145 King Street West Suite 2300 Toronto, Ontario M5H 1J8
Email: ombudsman@hometrust.ca
Telephone: 416-775-5008
Toll free: 1-877-903-2133, ext. 5008
Fax: 416-360-2441
Home Trust Company – Chief Privacy Officer
Address: 145 King Street West Suite 2300 Toronto, Ontario M5H 1J8
Email: privacy@hometrust.ca
Telephone: 416-775-5075
Toll free: 1-877-903-2133, ext. 5075

Step 4

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
Address: 401 Bay Street Suite 1505, P.O. Box 5 Toronto, Ontario M5H 2Y4
Email: ombudsman@obsi.ca
Website: http://www.obsi.ca/
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Financial Consumer Agency of Canada (FCAC)

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.

Financial Consumer Agency of Canada
Address: Enterprise Building, 6th Floor
427 Laurier Avenue West Ottawa,
Ontario K1R 1B9
Website: http://www.fcac-acfc.gc.ca
Telephone: 1-888-451-4519
Timelines
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.

Period in Review

(October 1, 2017 – September 30, 2018)
Number of complaints handled by the Ombudsman 0
Average length of time to resolve a complaint n/a
Number of complaints that were resolved n/a
Number of complaints that were not resolved n/a