Your experience with AGF Trust matters to us. Should you have a concern or complaint with our products or services, we encourage you to advise us of the situation for the appropriate action to be taken.
AGF Trust is committed to resolving your concern in a fair and timely manner. You can forward your complaint to us by phone, fax or mail as follows:
In order to initiate the resolution process, please contact our Client Services department at:
| CLIENT SERVICES | |
|---|---|
| Phone: | 1-866-273-9971 |
| Fax: | 1-866-713-1187 |
| Mail: | AGF Trust Company One Toronto Street, P.O. Box 6 Toronto, ON M5C 2V6 |
Upon receipt of your complaint, we will endeavour to resolve the issue immediately. In cases where resolution requires further investigation, AGF Trust will endeavour to keep you apprised of the progress up to the point of resolution.
If at any time you feel that this commitment is not upheld by your Client Services Representative, you may escalate your complaint to the Supervisor of Client Services.
If you are not satisfied with the resolution of your complaint after the escalation to the Client Services Supervisor, please contact our Director of Client Services, who has the authority to resolve most issues.
If you are not satisfied with the proposed resolution from our Director of Client Services, you may contact the AGF Trust Ombudsman.
| AGF TRUST OMBUDSMAN: | |
|---|---|
| Fax: | 1-866-713-1187 |
| Mail: | AGF Trust Company One Toronto Street, P.O. Box 6 Toronto, ON M5C 2V6 |
Should you find that the proposed resolution is unacceptable, you may contact the following institutions:
AGF Trust is a member of OBSI. OBSI is an independent service for resolving complaints relating to member financial institutions and investment service firms where the complaint has not been resolved in a satisfactory manner.
401 Bay Street, Suite 1505
PO BOX 5
Toronto, Ontario M5H2Y4
Phone: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Web site: www.obsi.ca
For a privacy-related complaint, please refer to our privacy statement. If you wish to raise a complaint related to privacy, the commissioner can be contacted at:
112 Kent St.
Place de Ville
Tower B, 3rd Floor
Ottawa, Ontario
K1A 1H3
Toll-free: 1-800-282-1376
Phone: (613) 947-1698
Fax: (613) 947-6850
TTY: (613) 992-9190
For concerns related to a request for personal information access or removal in Quebec, contact:
Bureau 1.10
575, rue Saint-Amable
Québec (Québec) G1R 2G4
Telephone: (418) 528-7741
Fax: (418) 529-3102
The FCAC supervises all federally regulated financial institutions to ensure that they comply with federal consumer protection laws. Should you have a complaint that relates to a consumer provision, you may contact the FCAC at the address noted below.
Financial Consumer Agency of Canada
6th floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario
K1R 1B9
Web site: www.fcac-acfc.gc.ca
