Resolving Complaints

If you have a complaint of any kind, we are committed to resolving it promptly and effectively. To help you get your complaint resolved, we encourage you to follow the process outlined here.

 

Step 1: Contact the Bank’s Sales Representative or Client Services Associate you have been dealing with

If you have been dealing with one of our Sales Representatives or a member of our Client Services Team, it is best to contact them directly. Most often your concern can be resolved satisfactorily by talking to the individual that you have already had contact with.

Client Services Team: For clients with existing mortgages

Telephone: 1-888-655-1119

Fax: 416-925-9938

Email: clientrelations@homequitybank.ca

Contact Center: For individuals in the pre-mortgage stages

Telephone: 1-800-563-2447

Fax: 416-925-9938

Email: info@homequitybank.ca

Write to:
Client Relations
HomEquity Bank
1881 Yonge Street, Suite 300
Toronto, ON M4S 3C4

Include the following in your correspondence:

  • Your name and contact information
  • The nature of your complaint and the resolution you are seeking
  • Name of the individual you have been dealing with

Once we receive your complaint, we will endeavor to resolve the issue in a timely manner, typically within 7 business days. However, if our investigation exceeds this timeframe, we will contact you and follow up accordingly.

Step 2: Contact the Employee’s Manager

If your complaint is about an individual or you are unsatisfied with the resolution of your complaint in Step 1, ask to speak with the employee’s Manager.

Write to:
Client Relations Services Manager
HomEquity Bank
1881 Yonge Street, Suite 300
Toronto, ON M4S 3C4

Step 3:  Contact the Complaints Officer or Chief Privacy Officer

If your complaint has not been resolved to your satisfaction or remains unresolved after following Steps 1 and 2 of our Complaint Process, you may 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: 1-877-905-2447
Email: complaintsofficer@homequitybank.ca

Write to:
Complaints Officer
HomEquity Bank
1881 Yonge Street, Suite 300
Toronto, ON M4S 3C4

 

Chief Privacy Officer

Telephone: 1-866-313-2447
Email: privacyofficer@homequitybank.ca

Write to:
Chief Privacy Officer
HomEquity Bank
1881 Yonge Street, Suite 300
Toronto, ON M4S 3C4

 

The Complaints Officer will not investigate or adjudicate on matters that fall outside of their mandate, such as credit or lending decisions, interest rates, service fees, issues that are in litigation or have been decided by the courts and transactions for which the Bank’s records no longer exist (typically seven years).

If a client decides to pursue legal action during the investigation, the Complaints Officer may also cease the investigation.  The Complaints Officer does not offer legal or regulatory opinion or advice.

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 and voluntary codes of conduct and public commitments. More information on FCAC may be found at www.fcac.gc.ca

FCAC will determine if the financial institution is in compliance. However, it will not resolve individual consumer complaints. You may 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:
Toll free 1-800-282-1376
Phone: (819) 994-5444

TTY: (994) 994-6591

For a complaint, you may contact the Office of the Privacy Commissioner by writing to:

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Going online: www.priv.gc.ca /en/report-a-concern/file-a-formal-privacy-complaint

Or calling Toll free 1-800-282-1376
Phone: (819) 994-5444

TTY: (994) 994-6591 

 

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

 

The Complaints Officer’s Message

HomEquity Bank is committed to providing excellent customer service to our clients.  Our dedicated employees work hard to address concerns brought to our attention and ensure that a satisfactory resolution or reasonable explanation is reached before escalating a complaint to the Complaints Officer.

When a mutually acceptable resolution cannot be achieved, the Complaints Officer provides an impartial avenue of appeal for clients with unresolved complaints*. The Complaints Officer is independent and is charged with reviewing customer complaints that remain unresolved after the completion of the first two steps of HomEquity Bank’s Complaint Handling Procedure.

The Complaint Officer is not an advocate of any party and is committed to providing an impartial and unbiased review of the complaint to ensure that a fair and reasonable resolution is reached by the Bank and its clients.  The Complaint Officer, may also make recommendations, where appropriate, to improve HomEquity Bank’s operations and services to enhance client experiences.

 

The Year in Review

2015 2016
The number of complaints handled by the Complaints Officer 6 5
The average number of days taken to deal with the complaints 26 18
The number of complaints that, in the opinion of the Complaints Officer,
were resolved to the satisfaction of the complainant
5 4

*The Complaints Officer does not investigate complaints related to credit decisions, interest rates, service fees and matters that are in litigation.  If a client decides to pursue legal action during the investigation, the Complaints Officer may also cease the investigation.  The Complaint Officer does not offer legal or regulatory opinion or advice.