Resolving Your Complaints
We treat any expression of dissatisfaction very seriously, and are committed to handling all complaints in an effective, fair and timely manner. We encourage you to contact us about your complaint and value your feedback. Please follow these steps if you have a complaint.
Please reach out to a Customer Service representative as your first point of contact
You can submit a complaint by mail or phone.
Phone: 1-800-268-1576
Community Trust Customer Service
Unit G1 – Ground Floor, 5700 Yonge Street
North York, ON M2M 4K2
We may refer your complaint directly to a supervisor or department manager for investigation if the nature of the complaint requires their involvement. Upon expressing a complaint to Community Trust Company, you will receive an acknowledgment that your complaint has been received and is under investigation.
If our Customer Service team is unable to resolve your complaint, it will be escalated to the Complaints Resolution Team.
You may also request escalation in writing at any time or if you are dissatisfied with the response provided by the Customer Service team. You can do this by mail or e-mail to our Complaints Resolution Team:
Email: complaints@communitytrust.com
Complaints Resolution Team
Community Trust Company
Unit G1 – Ground Floor, 5700 Yonge Street
North York, ON M2M 4K2
If you are not satisfied following the investigation by the Complaints Resolution Team, you may submit your complaint in writing to the Complaints Appeal Office (CAO) in writing to:
Complaints Appeal Office
Community Trust Company
Unit G1 – Ground Floor, 5700 Yonge Street
North York, ON M2M 4K2
Please note that the CAO is only able to review complaints if the matter has already been dealt with by the Complaints Resolution Team. If you have not completed Step 2 above, your case will be referred back to the Complaints Resolution Team for review prior to CAO investigation.
Independent Support Agencies:
There are a number of external agencies that monitor Canada’s financial industry to ensure compliance and reliable access to financial services. You can raise your complaint to these agencies.
Ombudsman for Banking Services and Investments (OBSI)
You may choose to contact OBSI if there has been no response from Questbank within 90 days of receipt of your complaint or you are not satisfied with the resolution provided by a Community Trust representative. You have 180 days after receiving our response to contact the OBSI for assistance.
Email: ombudsman@obsi.ca
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3
Toll-free telephone: 1-888-451-4519
Toll-free fax: 1-888-422-2865
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
Website: www.obsi.ca
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes trust and loan companies, for compliance with federal consumer protection laws.
Trust and loan companies 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 trust and loan company directly.
If you are not satisfied with how your complaint has been handled or 90 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body:
Email: ombudsman@obsi.ca
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3
Toll-free telephone: 1-888-451-4519
Toll-free fax: 1-888-422-2865
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
Website: www.obsi.ca
If you want to know your rights or need information about the complaint-handling process of a trust and loan company, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Web site:
www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact- us.html
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 K1R 7Y2
Office of the Privacy Commissioner of Canada
If you are not satisfied with the outcome or examination of your privacy complaint, you can contact the Office of the Privacy Commissioner of Canada. The Office of the Privacy Commissioner of Canada investigates complaints concerning the Personal Information Protection and Electronic Documents Act. Complaints to the Office of the Privacy Commissioner of Canada must be submitted in writing.
Contact information for the Office of the Privacy Commissioner of Canada is provided below.
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec
K1A 1H3
Toll free telephone: 1-800-282-1376
Phone: 819-994-5444
Teletypewriter (TTY) : 819-994-6591
Website: www.priv.gc.ca