Complaint Resolution Procedure

If you have any concerns or complaints regarding The Effort Trust Company, please contact the Customer Service Representative who assisted you initially in Hamilton at (905) 528-8956 or in Toronto at (416) 924-4680. If the Customer Service Representative is not able to resolve your problem or concern, the manager/supervisor of the relevant department where the problem originated will assist you. Your concern will be addressed within five (5) business days. You will be provided with an acknowledgement of receipt of your complaint and you will be provided with either a resolution of the problem or a reasonable estimate of the time necessary to deal with your complaint within five (5) business days of receipt by The Effort Trust Company. You can obtain, upon request at any time during the complaint handling process, an up-to-date status of your complaint. This includes which step in the process the complaint is currently in and what the next steps are. If your problem remains unresolved, you may contact the Managing Director or Vice-President (Residential). If you are still not satisfied, you may contact the President. At The Effort Trust Company, your concerns are of great importance to us and we will work hard to address them to your satisfaction on a timely basis.

A financial services customer who has not achieved satisfaction through the complaint resolution process may contact:

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

Toll Free Telephone:

1-888-451-4519

Toll Free Fax:

1-888-422-2865

Toronto area telephone

416-287-2877

Toronto area fax:

416-225-4722

Website:

obsi.ca

A customer who has a complaint dealing with a financial consumer provision will be directed to the Financial Consumer Agency of Canada at:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th floor
Ottawa, Ontario
K1R 1B9

Toll Free Telephone: 1-866-461-3222
Website: fcac-acfc.gc.ca