How to File a Complaint.
At Haventree Bank, we are committed to delivering the best possible service. We take all complaints seriously and are here to listen and help resolve the issue promptly.
Step 1
Start at the Source.
If you have a complaint, we encourage you to start by contacting the Haventree Bank representative with whom you were initially working. Alternatively, you may file a complaint through one of the channels listed below.
Mortgages – Existing Accounts
For mortgage-related complaints on existing accounts, you can contact our Mortgage Servicing team:
servicing.complaints@haventreebank.com
Haventree Bank, Attn. Mortgage Servicing, PO Box 22248, Bankers Hall, Calgary, AB T2P 4J6
Once we receive your complaint, we will send you a written acknowledgement, regardless of the method you used to contact us.
Please avoid sending sensitive financial or personal information via email for security reasons.
Step 2
Escalate the Complaint.
If your concern is not resolved within fourteen (14) calendar days, your complaint will automatically be escalated to the most senior representative responsible for handling complaints within the relevant department. You may also choose to escalate your complaint at any time by: · contacting your Business Unit Representative or · emailing your complaint directly to escalated.complaints@haventreebank.com A detailed response will be provided once your complaint has been reviewed and closed by the senior designated employee. If your complaint is related to privacy, it will be directed to the Chief Privacy Officer, the highest authority on privacy matters at Haventree Bank. There’s no need to escalate it further.
Step 3
Contacting OBSI, FCAC, and/or OPCC.
If your complaint remains unresolved after going through our internal process, you may choose to escalate it to one of the following external organisations:
Addressed Complaints
Every year, Haventree Bank reports all formal complaints that were escalated internally or brought to the attention of the FCAC.
WHAT’S NEXT
