Customer Complaint Procedures

At Home Trust Company and Home Bank, we are committed to providing the best possible service to all our customers. Home Trust Company 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: 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.

Period in Review

(October 1, 2020 - September 30, 2021)

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