Your First Step
If the person you speak to at the Regional Office is not able to resolve your concern to your satisfaction, please speak directly to the Regional Manager, who has the authority to resolve the majority of problems that arise.
Your Second Step
If the Regional Manager has been unable to resolve your complaint satisfactorily, a representative of the Company will be pleased to assist you. You can reach this individual by writing to:
Manager, Branch Operations
Peace Hills Trust Company
10th Floor, 10011-109 Street
Edmonton AB
T5J 3S8
Your Third Step
If you have gone through the first two steps and your complaint has not been resolved satisfactorily, you can write to:
The Executive
Peace Hills Trust Company
10th Floor, 10011-109 Street
Edmonton AB
T5J 3S8
Your Fourth Step
If your complaint is still not resolved after contact with the Executive you may then contact the Ombudsman for Banking Services and Investments as follows:
By Mail:
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON M5H 2Y4
For further information:
- Toll Free Telephone: 1-888-451-4519
- Toll-Free Fax: 1-888-422-2865
- Toronto area telephone: (416) 287-2877
- E-mail: ombudsman@obsi.ca
- Web site: www.obsi.ca
- Administration: (416) 225-4410
Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to make sure they comply with federal consumer protection laws. The FCAC monitors industry codes of conduct designed to protect the interests of consumers and educates consumers about their rights and responsibilities.
As a federally regulated financial institution Peace Hills Trust complies with numerous consumer protection laws that directly affect you. We provide you with information about our complaint handling procedures and information about interest rates and fees when you open an account. We are also required to open deposit accounts for any consumer able to provide appropriate identification, provide proper notice of branch closures that affect you and cash federal government cheques of up to $1,500.
For more information about the FCAC visit its Web Site at www.fcac-acfc.gc.ca or by:
Telephone
For services in English 1-866-461-FCAC (3222)
For services in French 1-866-461-ACFC (2232)
Facsimile
Toll-Free 1-866-814-2224
If your complaint has not been resolved through our complaint handling procedures you can contact the FCAC in writing at:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th floor
Ottawa, Ontario K1R 1B9
Each complaint will be assessed by the FCAC on a case-by-case basis to determine whether a compliance issue exists and if so, the necessary action to be taken.