Step 1: Start at the beginning
You should start by contacting the representative at Home Trust or Home Bank 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: Contact an Escalated Complaint Manager
If you are not satisfied with the response offered 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 Lending Services: |
1-888-763-0002 |
Step 3: Contact the Home Trust Customer Complaints Appeals Office (CCAO) or Chief Privacy Officer
If your complaint remains unresolved after following Steps 1 and 2, you may contact Home Trust’s CCAO or, if privacy related, Chief Privacy Officer.
Home Trust Company
Customer Complaints Appeals Office
145 King Street West
Suite 2300
Toronto, Ontario
M5H 1J8
Email: ccao@hometrust.ca
Telephone: 416-775-5008
Toll free: 1-877-903-2133, ext. 5008
Fax: 416-360-2441
Home Trust Company
Chief Privacy Officer
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: Contact Ombudsman for Banking Services and Investments
You have the right to contact the Ombudsman for Banking Services and Investments if:
- your complaint remains unresolved after contacting Home Trust’s CCAO,
- we have taken longer than 56 calendar days to investigate and respond to your complaint from the date it was received first received.
Ombudsman for Banking Services and Investments
20 Queen Street West
Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3
Website: http://www.obsi.ca/
Email: ombudsman@obsi.ca
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Financial Consumer Agency of Canada (FCAC)
If your complaint involves Home Trust Company’s obligations under the Trust and Loan Companies Act (Canada), or 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
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario
K1R 1B9
Telephone: 1-866-461-3222
Website: http://www.fcac-acfc.gc.ca
Timelines
Home Trust Company 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 complaint to the appropriate complaint handling level for review and response.
If we do not provide you with a response within 14 calendar days of Step 1, you may escalate your complaint directly to an Escalated Complaint Manager.
If your complaint reaches Step 2, you will receive a proposed resolution or explanation within 14 calendar days. If we are unable to respond to you within 14 calendar days, we will be provided an estimate of the review’s completion date.
You have the right to contact the Ombudsman for Banking Services and Investments if we have taken longer than 56 calendar days to investigate and respond to your complaint from the date it was received.
For more information about our products and contact information, visit
www.hometrust.ca or call 1-877-903-2133.