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 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 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 an Escalated Complaint Manager
If you are not satisfied with the resolution in Step 1, you may contact one of the Escalated Complaint Managers located at each branch:
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
Toll free: 1.877.903.2133, ext. 5008
Home Trust Company
Chief Privacy Officer
145 King Street West
Toll free: 1.877.903.2133, ext. 5075
Step 4: Contact an Ombuds Service
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
401 Bay Street
Suite 1505, P.O. Box 5
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 the FCAC.
Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
For more information about our products and contact information, visit www.hometrust.ca or call 1-877-903-2133.
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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