Complaints Handling
We value your opinion.
We all stand to gain from open communication. Whether it is used to answer a question, solve a problem, or share a success, communication is the key. While we welcome all positive comments you may have, it is equally important for us to know when you have a concern. This enables Haventree Bank to help address your concern and retain your confidence. We use your feedback to continually improve the quality of products and related services we provide to you and other clients. There are a variety of ways you can express your concern or provide positive feedback about your experiences with Haventree Bank. We encourage you to get in touch with us, either by telephone, email, or postal mail.
How to Make a Complaint
At Haventree Bank, we are committed to providing the best possible service to all our customers.
If you have a complaint, the best way to resolve it is to raise it as soon as you become aware of it with the person you are working with. We are always available to hear your complaint.
Please follow these three steps to help find a resolution:
Step 1: Start at the Source
If you have a complaint, you should start by contacting the representative of the Bank you were initially working with, or you may file a complaint through either of the channels listed below.
Step 2: Escalate the Complaint
If the business unit representative does not resolve your complaint to your satisfaction within 14 calendar days, it will automatically escalate to the person with the most senior position for dealing with complaints in the respective department.
You may also escalate your complaint at any time. Contact your Business Unit Representative or email your complaint directly to escalated.complaints@haventreebank.com.
We will send you a detailed response when the senior designated employee closes or resolves your complaint.
If you have a complaint related to Privacy, it goes directly to the CPO, the highest level at Haventree Bank, so there is no need to escalate it.
Step 3: Contacting OBSI, FCAC, and/or OPCC
Addressed Complaints
Every year Haventree Bank is required to report any formal complaints that require internal investigation or that were reported to the Financial Consumer Agency of Canada.