At Home Trust and 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: 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 resolution in Step 1, you may contact one of the numbers below and ask to address the matter with an Escalated Complaint Manager (ECM).
| 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 |
If your complaint relates to Home Trust Visa, you can contact the Home Trust Visa Customer Service Department directly at 1.888.281.7793.
Step 3: Contact the Home Trust Ombudsman or Chief Privacy Officer
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
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
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
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
20 Queen Street West
Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3
Website: https://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’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
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa, Ontario
K1R 1B9
Telephone: 1.866.461.3222
Website: https://www.canada.ca/en/financial-consumer-agency.html
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) if we have taken longer than 90 days to investigate and respond to your concern from the date it was received after reaching Step 2.
For more information about our products and contact information, visit https://www.hometrust.ca/ or call 1-877-903-2133.