Resolving Complaints

If you have a complaint of any kind, we are committed to addressing it effectively and quickly. To help you get your complaint resolved, we encourage you to follow one of the two complaint processes outlined here.

Potential HomEquity Bank Clients

Current HomEquity Bank Clients

Potential HomEquity Bank Clients

Step 1: Start at the Source You Know

If you have been dealing with one of our service or sales representatives, you can contact him/her directly. If you don't have their contact information, you may call us at (416) 925-4757 (or toll free 1-888-655-1119) and we will put you in touch with your representative. Most often, your concern can be resolved satisfactorily by talking to the employee that you have already had contact with.

Step 2: Contact our Contact Centre Manager

If you aren't satisfied with the response you received in Step 1, we encourage you to contact our Contact Centre Manager, who can be reached as follows:

Telephone: 1-877-915-2447
Email: contactcentre@homequitybank.ca

Write To:
Contact Centre Manager
HomEquity Bank
45 St. Clair Ave. West, Suite 600
Toronto, ON M4V 1K9

Be sure to include:

Your name and contact information
The nature of the complaint
The name of any individual with whom you have already discussed the issue

Step 3: Contact our Complaints Officer or Chief Privacy Officer

If after Step 2 your problem is not resolved to your satisfaction, you can escalate your complaint by contacting our Complaints Officer. However, if your complaint relates specifically to a privacy matter, you can contact our Chief Privacy Officer.

Complaints Officer

Telephone: 1-866-419-2447
Email: complaintsofficer@homequitybank.ca

Write To:
Complaints Officer
HomEquity Bank
45 St. Clair Ave. West, Suite 600
Toronto, ON M4V 1K9

Chief Privacy Officer

Telephone: 1-877-841-2447
Email: privacyofficer@homequitybank.ca

Write To:
Chief Privacy Officer
HomEquity Bank
45 St. Clair Ave. West, Suite 600
Toronto, ON M4V 1K9

If the above steps don't resolve your complaint, you may consider escalating the matter further. See the listing below for Independent Consumer Support Agencies.

External Agencies

At any time, you may consider contacting an external agency that monitors Canada's financial industry for assistance with your complaint.

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. FCAC also helps educate consumers, and monitors industry codes of conduct and public commitments designed to protect the interests of consumers. More information on FCAC may be found at www.fcac.gc.ca.

HomEquity Bank is required to comply with many consumer protection provisions. For example, we are required to provide consumers with information about fees, interest rates and our complaint-handling procedures.

FCAC will determine if the financial institution is in compliance. However, it will not resolve individual consumer complaints. You can contact FCAC as follows:

Telephone: 1-888-461-3222

Write To:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9

The Privacy Commissioner of Canada

The mandate of the Office of the Privacy Commissioner of Canada (OPC) includes overseeing compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA), Canada's private sector privacy law. More information about OPC may be found at www.priv.gc.ca.

General Inquiries:
Telephone: 1-800-282-1376
Fax: 613-947-6850

For a complaint, you may contact the Office of the Privacy Commissioner by writing to:
Privacy Commissioner of Canada
112 Kent Street
Place de Ville
Tower B, 3rd Floor
Ottawa, Ontario
K1A 1H3

Ombudsman for Banking Services and Investments

You can contact the Ombudsman for Banking Services and Investments (OBSI), an independent dispute resolution service for consumers with a financial services complaint. More information about OBSI can be found at www.obsi.ca.

You may contact the Ombudsman at:

Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca

Write To:
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON M5H 2Y4

Current HomEquity Bank Clients

Step 1: Contact your Client Relationship Services Specialist

We encourage you first to contact your Client Relationship Services Specialist who can be reached as follows:

Telephone: 1-866-331-2447
Email: clientrelations@homequitybank.ca

Write To:
Client Relationship Services Specialist
HomEquity Bank
45 St. Clair Ave. West, Suite 600
Toronto, ON M4V 1K9

Be sure to include:

Your name and contact information
The nature of the complaint

If our Client Relationship Services Specialist is not able to resolve the complaint to your satisfaction, the matter will be taken to his/her manager.

Step 2: Contact our Client Relationship Services Manager

If you aren't satisfied with the response you received in Step 1, you may contact our Client Relationship Services Manager, who can be reached as follows:

Telephone: 1-866-619-2447
Email: manager.clientrelations@homequitybank.ca

Write To:
Client Relationship Services Manager
HomEquity Bank
45 St. Clair Ave. West, Suite 600
Toronto, ON M4V 1K9