Client Complaints Policy

Fiduciary Trust Company of Canada has designed a client complaint procedure to ensure that our clients know how to communicate their dissatisfaction and that every complaint we receive is reported to management. Under federal law, we are required to report some types of complaints to the Financial Consumer Agency of Canada ("FCAC"). FCAC supervises financial institutions to make sure they comply with their obligations under federal law. If you believe that we have not met our obligations or you would like further information about federal consumer protection laws, visit the FCAC Web site at www.fcac-acfc.gc.ca, or call them at 1 866 461 3222.

If you have a complaint about our services, we want to hear from you. Please use the following procedure:

  • First, please contact your Wealth Counsellor or Portfolio Manager to discuss your concern. Most complaints can be resolved immediately at this stage. Our Senior Vice President, Operations receives a report of every complaint, and may contact you directly to verify that you are satisfied with the resolution.
     
  • If your complaint has not been resolved to your satisfaction, you should contact either the President of Fiduciary Trust Company of Canada, by mail at: 200 King Street West, Suite 1400, Toronto, Ontario M5H 3T4, or by phone at 416 957 6000 or the Chief Compliance Officer, Fiduciary Trust Company of Canada, by mail at 5000 Yonge Street, Suite 900, Toronto, Ontario M2N 0A7, or by phone at 416 957 6000. At this stage, we may have a legal obligation to report your complaint to FCAC. This legal obligation may override your instructions regarding our use of non-public personal information and it is our policy to inform you that your complaint may be reported to FCAC.
     
  • If your complaint remains unresolved, you may contact our internal ombudsman, by mail at 200 King Street West, Suite 1400, Toronto, Ontario M5H 3T4, or by phone at 416 957 6000. Our ombudsman will independently and objectively assess your complaint and attempt to mediate an appropriate resolution. Our Board of Directors reviews all complaints received by our internal ombudsman.
     
  • Finally, you may contact the Ombudsman for Banking Services and Investment, an independent organization that investigates customer complaints against financial services providers, at P.O. Box 896, Station Adelaide, Toronto, Ontario M5C 2K3, by e-mail at: ombudsman@obsi.ca, or by phone at 1 888 451 4519.
  
For Canadian residents only. Terms of Use | Privacy | Security | Client Complaints Policy
© Copyright 2012, Fiduciary Trust Company of Canada. All rights reserved.