Customer Complaint Procedures

Contact us to resolve a problem or concern

Resolving Your Concerns

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

We understand that sometimes you have concerns, and we welcome your suggestions and comments.

If you have a complaint, following the steps below will ensure your concerns are resolved as quickly as possible.

Step 1:  Start at the Beginning

You should start by contacting the representative at Home Trust you were dealing with initially.  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 a Customer Complaint Officer

If you are not satisfied with the resolution in Step 1, you may contact one of the Customer Complaint Officers located at each branch:

Calgary 1-866-235-3081
Halifax 1-888-306-2421
Montréal 1-866-542-0129
Toronto 1-800-990-7881
Vancouver 1-866-235-3080

If your complaint relates to Home Trust Visa, you can contact the Home Trust Visa Customer Service Department directly at 1-888-281-7793.

Every attempt will be made to resolve your complaint at this stage.

Step 3: Contact the Home Trust Ombudsman

If your complaint remains unresolved after following Steps 1 and 2, you may contact Home Trust's Ombudsman.  The Home Trust Ombudsman will report your complaint to the appropriate senior manager and ensure your concerns are dealt with fairly and professionally.

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:                416-775-5008

The Ombudsman's Office does not examine complaints regarding credit decisions, interest rates, service charges or fees that apply to all customers, matters that are in litigation or transactions for which records no longer exist.

Step 4:  Contact an Independent Consumer Support Agency

The Ombudsman for Banking Services and Investments (OBSI)
OBSI is an independent service for resolving banking services and investments disputes.  If your concern remains unresolved after contacting Home Trust's Ombudsman, you may contact OBSI for a further review of your complaint.

Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, Ontario
M5H 2Y4

Email:         ombudsman@obsi.ca
Telephone: 416-287-2877
Toll free:      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), such as providing you with information about fees, interest rates or these complaint procedures, you may contact FCAC.

Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa, Ontario
K1R 1B9

Telephone: 1-866-461-3222  
Website:      www.fcac-acfc.gc.ca. .

FCAC does not provide redress or compensation and does not get involved in individual disputes.

For more information about our products and contact information, visit www.hometrust.ca or call 1-877-903-2133.

Home Capital Group Inc.

Home Capital Group

Home Trust is a federally regulated trust company and a wholly owned subsidiary of Home Capital Group Inc., a publicly held company that trades on the TSX under the symbol HCG.

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