Resolving Your Complaints
If you have a complaint, give us a call. We’ll do our best to address your concerns personally.
We will try to deal with your concerns locally. This means that you should phone or take your complaint directly to the supervisor or department manager where you do business as soon as you have a concern.
If your concern is still not resolved to your satisfaction, you should put your concerns in writing. You can do this by mail or e-mail to our Complaints Resolution Team at:
Email: complaints@communitytrust.com
Complaints Resolution Team
Community Trust Company
Unit G1 – Ground Floor, 5700 Yonge Street
North York, ON M2M 4K2
Your Escalation Options
If you are not satisfied with our response to your complaint, please find some relevant information below.
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws. Financial institutions are legally required to have a complaint-handling process in place. If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled you can escalate the complaint to the following External Complaints Body:
Ombudsman for Banking Services and Investments (OBSI)
The OBSI is an independent and impartial organization that resolves unresolved customer complaints against participating banks. Regulated by the FCAC as an External Complaints Body, the OBSI offers its services free of charge to complainants. Please note that you have up to 180 calendar days to submit your complaint to OBSI after receiving our final response. Contact information for the OBSI is provided below:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8 Toronto, ON M5H 3R3
Phone: 1-888-451-4519
Email: ombudsman@obsi.ca
Website: www.obsi.ca
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Website: www.canada.ca/fcac
Online form: https://www.canada.ca/en/
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, ON KlR 7Y2