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Resolving Concerns

(Version française)

Your Concerns are Important

Concentra Financial and its wholly owned subsidiary, Concentra Trust, continually try to deliver products and service levels that satisfy, and wherever possible exceed, your expectations. We recognize that in a given instance we could be perceived as falling short of your expectations. In those situations, we want you to contact us so that we have the opportunity to correct any deficiencies. For this reason, we have developed a process to assist you in obtaining a satisfactory response to any such concerns or complaints you feel should be brought to our attention. We will both benefit from discussing these matters.

Timely Handling

It is much easier to deal with issues immediately following the event. No matter where you communicate your concern in Concentra Financial or Concentra Trust, you can anticipate a response within five business days of our receiving your communication. Where the issue is complex, the actual resolution may take longer than the five business days.

Understanding Your Concerns

Before communicating your concern, it would be beneficial if you have all of the pertinent information and documents available. This would assist in clarifying the nature of the problem and allow us to respond to your concern without undue delay.

Communicating Your Concern

We can best respond if your first contact is directed to our Financial Services Representatives at:

1-800-788-6311
or
carecentre@concentrafinancial.ca

Generally, these individuals will be in the best position to determine the facts and address your concern without undo delay.

If you feel you have not obtained a satisfactory answer, ask to speak with the individual's Manager. Your concern will be reviewed immediately.

Whenever you feel that a concern has not been properly addressed, you are encouraged to communicate directly with our Complaints Liaison Officer at our Corporate Office. This may be done in writing to:

Corina Farbacher, Complaints Liaison Officer
Concentra Financial Services Association
Executive Offices
333 3rd Ave N
Saskatoon SK S7K 2M2

Fax: (306) 652-7614
E-mail: ClientRelations@concentrafinancial.ca

Complaints Policy

Concentra Financial and its wholly-owned subsidiary, Concentra Trust, have a Complaints Policy which is available for your review.

The Ombudsman for Banking Services and Investments

You have the option of escalating your complaint to the Ombudsman for Banking Services and Investments (OBSI) if you are not satisfied with our final response, or if we are unable to resolve your complaint within 90 days of receiving it.

OBSI is an independent and impartial service which resolves disputes between its participating banking and investment firms and their customers if they can’t solve them on their own. Its services are free to consumers.

For more information on matters governed by the OBSI, please contact by telephone at 1-888-451-4519 or view the Web Site at www.obsi.ca.

Matters can be referred to OBSI in writing at:

Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street, Suite 1505
P.O. Box 5
Toronto ON M5H 2Y4
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca

The Financial Consumer Agency Of Canada

The Financial Consumer Agency of Canada (FCAC) supervises federally-regulated financial institutions, such as Concentra Financial, to ensure they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors industry codes of conduct and public commitments designed to protect the interest of consumers.

These consumer protection laws cover a variety of operating practices that directly affect our customers. For example, financial institutions must provide you with information about their fees and charges as they relate to:

  • a deposit account,
  • the disclosure of or manner of calculating the cost of borrowing involving a loan, or
  • a payment, credit or charge card.

For more information on regulatory issues governed by the FCAC, please contact by telephone 1-866-461-3222 or view the Web Site at www.fcac-acfc.gc.ca

Regulatory complaints should be addressed in writing to:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa ON K1R 1B9

Each complaint will be assessed by the FCAC on a case-by-case basis to determine whether a compliance issue exists and if so, the necessary action to be taken.