Resolving Your Complaint

Step One: Talk to our people

If the person you speak to at one of our offices or at our call centre is not able to resolve your concern to your satisfaction, please speak directly to the Manager, who has the authority to resolve the majority of problems that arise.

Step Two: Contact our Vice President, Operations

If the Manager has been unable to resolve your complaint satisfactorily, our Vice President, Operations will be pleased to assist you.

Vice President, Operations
Wealth One Bank of Canada
5160 Yonge Street
Suite 1002
North York ON M2N 6L9
E-mail: operations@wealthonecanada.com
Telephone: 1.866.392.1088

Step Three: Contact our Chief Compliance Officer

Our Chief Compliance Officer, who reports directly to our Chief Executive Officer, has been appointed to undertake an impartial review of all unresolved customer complaints and also acts as our Ombudsman. If you have gone through the first two steps and remain dissatisfied, submit your complaint to our Chief Compliance Officer.

Chief Compliance Officer
Wealth One Bank of Canada
5160 Yonge Street
Suite 1002
North York ON M2N 6L9
E-mail: compliance@wealthonecanada.com
Telephone: 1.866.392.1088

Still not Satisfied?

Contact the Ombudsman for Banking Services and Investments (OBSI)

An independent Ombudsman has been appointed to serve the interests of customers of Canadian banks and investment firms. If you are not satisfied with our Chief Compliance Officer's response, you can refer your complaint to the OBSI. While we would expect to resolve your complaint within 90 days, if our best efforts have been unable to provide a resolution in that time, you may refer your complaint to the OBSI. Once you receive our final response, you have 180 calendar days to bring your complaint to the OBSI.

Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505
P.O.Box 5
Toronto ON M5H 2Y4
Fax:1.888.422.2865
E-mail: ombudsman@obsi.ca
Telephone: 1.888.451.4519

Contact the Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For example, financial institutions must provide consumers with information about fees, interest rates and complaint-handling procedures. Please note that you may contact the FCAC at any time. If you have a complaint about such a regulatory matter, you can contact the FCAC in writing at:

Financial Consumer Agency of Canada
427 Laurier Avenue West
6th Floor, Enterprise Building
Ottawa, Ontario  K1R 1B9
By telephone at 1.866.461.3222
(French 1.866.461.2232) or through its website at
www.fcac-acfc.gc.ca

(08/16)