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Complaints Handling

We value your opinion.

We all stand to gain from open communication. Whether it is used to answer a question, solve a problem, or share a success, communication is the key. While we welcome all positive comments you may have, it is equally important for us to know when you have a concern. This enables Haventree Bank to help address your concern and retain your confidence. We use your feedback to continually improve the quality of products and related services we provide to you and other clients. There are a variety of ways you can express your concern or provide positive feedback about your experiences with Haventree Bank. We encourage you to get in touch with us, either by telephone, email, or postal mail.

How to Make a Complaint

At Haventree Bank, we are committed to providing the best possible service to all our customers.

If you have a complaint, the best way to resolve it is to raise it as soon as you become aware of it with the person you are working with. We are always available to hear your complaint.

Please follow these three steps to help find a resolution:

Step 1: Start at the Source

If you have a complaint, you should start by contacting the representative of the Bank you were initially working with, or you may file a complaint through either of the channels listed below.

A written acknowledgement of receipt of your complaint will be sent to you once your complaint has been communicated to the Bank, regardless of the channel through which the complaint was communicated.

Please note we do not recommend sending personal or financial information via email.

Step 2: Escalate the Complaint

If the business unit representative does not resolve your complaint to your satisfaction within 14 calendar days, it will automatically escalate to the person with the most senior position for dealing with complaints in the respective department.

We will send you a detailed response when your complaint is closed or resolved by the senior designated employee.

If you have a complaint that is related to Privacy, it goes directly to the CPO, which is the highest level at Haventree Bank, so there is no need to escalate it.

Step 3: Contacting OBSI, FCAC, and/or OPC

Ombudsman for Banking Services and Investments (OBSI).

Haventree Bank has engaged the services of the OBSI to act as an independent mediator to adjudicate complaints that have not been resolved to your satisfaction. If you are not satisfied with our final offer, or more than 56 calendar days have passed since you made the complaint, you can refer your complaint to the OBSI s communicated to the Bank.

The OBSI can be contacted as follows:

Toll free: 1.888.451.4519
Fax: 1.888.422.2865
Greater Toronto Area: 416.287.2877
Fax: 416.225.4722
TTY: 1-855-TTY-OBSI
Email: ombudsman@obsi.ca
Mail: Ombudsman for Banking Services and Investments,
20 Queen Street West, Suite 2400, P.O. Box 8, Toronto, ON M5H 3R3

The OBSI complaint form can be downloaded or submitted online from their website at https://www.obsi.ca/en/.

Financial Consumer Agency of Canada (FCAC)

The FCAC supervises all federally regulated financial institutions, such as Haventree Bank, to ensure that we comply with federal consumer protection provisions. It also educates consumers, and monitors industry codes of conduct and public commitments designed to protect consumer interests.

These consumer protection provisions cover a variety of operating practices that directly affect our clients. For example, financial institutions are required by law to provide consumers with information about their fees, interest rates, and complaint handling procedures. Specific complaints made in writing will be assessed by the FCAC on a case-by-case basis to determine whether a federal consumer protection issue exists and, if so, what necessary action should be taken.

If you have a complaint that you think may involve a violation of a consumer protection law, a public commitment or a code of conduct, you may contact the FCAC at any time in the entire process.

You can contact the FCAC in the most convenient way for you:

Tel: 1.866.461.3222
Website: https://www.canada.ca/en/financial-consumer-agency.html
Mail: The Financial Consumer Agency of Canada,
Enterprise Building, 427 Laurier Ave. W, 6th Fl, Ottawa, ON K1R 1B9

Office of the Privacy Commissioner of Canada (OPCC).

If your complaint involves a Privacy matter and the CCO/CPO has not resolved your complaint, please escalate your concerns to the OPCC.

You can contact the OPCC by:
Tel: 1.800.282.1376
Fax: 1.819.994.5424
TTY: 1.819.994.6591
Website: https://www.priv.gc.ca/en/
Mail: Office of the Privacy Commissioner of Canada,
30 Victoria Street Gatineau, QC K1A 1H3

In 2021, Haventree Bank received no formal complaints that required internal investigation or that were reported to the Financial Consumer Agency of Canada.

Addressed Complaints

Number of complaints addressed at the highest reportable level within Haventree Bank.0
The average length of time taken by Haventree Bank’s Senior Officer to deal with the complaints.Not applicable, none received
Number of complaints resolved to the satisfaction of the consumer.Not applicable, none received