|
| Customer Satisfaction
At Manulife Bank and its subsidiaries, including Manulife Trust, we believe that complaint resolution is important and it is incumbent upon us to respond to complaints promptly, accurately and with the utmost courtesy. We will provide our customers with accessible means with which to communicate their complaint and will employ our best efforts to respond and resolve where possible. All complaints and personal information collected, whether written or oral, must be handled in a timely, professional and confidential manner. Our clients are entitled to no less.
Manulife Bank and its subsidiaries are committed to providing high quality service and products to assist Canadians in making better financial decisions. If customers have any concerns about our products, services or representatives, we want to make sure that these concerns are handled fairly and efficiently. To ensure that your questions or concerns are addressed as quickly as possible, please follow these steps:
| 1. | First go to the source
If you have a general inquiry, a problem or concern about your products or services, contact your advisor or the department you normally deal with.
Most problems can be resolved quickly and easily by speaking with your advisor or with our Customer Service Centre.
|
 |
| Call us at: | 1-877-765-2265 or |
| | 1-877-626-8111 |
| Email us at: | manulife_bank@manulife.com
|
| 2. | Talk to management
If you are not completely satisfied with our staff member's response, ask to speak to the manager in the department.
|
| 3. | Ask for a senior review
If you are not satisfied with the manager's response, you may ask that your concerns be escalated to an Account Resolution Specialist for an additional review.
|
| 4. | Still not satisfied?
If, after speaking to the Account Resolution Specialist, the problem is not resolved to your satisfaction, please write to:
|
| | Office of the Ombudsman
Manulife Bank of Canada and Manulife Trust Company
500 King Street North
PO BOX 1602, STN WATERLOO
Waterloo, ON N2J 4C6
|
| 5. | External Recourse
If, after following the above steps, you continue to remain dissatisfied and wish to pursue your complaint, external recourse is available to you through The Ombudsman for Banking Services and Investments (OBSI).
OBSI is part of the Financial Services OmbudsNetwork (FSON), which is a national industry-based dispute resolution system for consumers of financial services. The OBSI deals with concerns about banking and securities investment products and services that have not been resolved through the company's dispute resolution system.
Toll free telephone number: 1-888-451-4519 or
from Toronto: (416) 287-2877 |
Federal Consumer Provision Complaints
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws.
For example, banks and trust companies are required by law to provide consumers with information about:
- Complaint handling procedures
- Borrowing costs on credit cards and loans
- Fees/charges and interest rates
If you have a complaint about such a consumer provision, you can contact the FCAC in writing, by telephone or through their website.
In writing: |
The Financial Consumer Agency of Canada
6th Floor Enterprise Building
427 Laurier Avenue West
Ottawa, ON K1R 1B9
|
By telephone: |
1-866-461-3222
|
FCAC website: |
www.fcac-acfc.gc.ca |
Manulife Trust complainants in Quebec
In the province of Quebec, the regulatory body for financial institutions is the Autorité des marchés financiers. If, after dealing with the Manulife Trust Ombudsman, you remain dissatisfied with the way in which your complaint has been handled or with the results of the process, you may ask that your file be transferred to the Autorité. You can reach the Autorité by calling toll-free at 1-877-525-0337 or in Quebec City at 418-525-0337 or in Montreal at 514-395-0337 or by email at renseignements-consommateur@lautorite.qc.ca.
|
|
