Your concerns are important
Concentra Bank, operating as Wyth Financial, and its wholly owned subsidiary, Concentra Trust, operating as Wyth Trust (together “Wyth”) aim to deliver an awesome customer experience each and every day. While we are a digital bank, we’re human too, and sometimes, while we strive to provide a “wow” moment, you might end up thinking “whoa!”, in not a good way. If that ever happens, please contact us so we can try to make things better. Below is more information about how to get your concerns heard and addressed:
Timely handling
It’s always easier to deal with an issue immediately once it’s happened. No matter where or how you communicate with us, we’ll acknowledge receipt of your concern in writing the day we hear from you. You can expect a response within five business days of our receiving your communication. Where the issue is complex, the actual resolution may take longer than five business days and we’ll let you know of potential delays.
Understanding your concerns
Before communicating your concern, it would be great if you had all your information and documentation ready. This will help us figure out the nature of the problem and respond faster.
Communicating your concern
Step 1: Contact us
Please start by contacting our customer success team at:
1.800.788.6311 or answers@wyth.ca
They’re called customer success for a reason, so this team will attempt to address your concern effectively and efficiently.
If your concern relates to privacy issues, we’ll direct them to our Chief Privacy Officer in accordance to our privacy policy.
Step 2: Escalate your concern
We encourage you to first contact our customer success team or ask to speak with the representative’s manager before escalating your concerns.
If you wish to escalate your concern, here are a few options:
If your concern has been resolved by our customer success team within 14 calendar days but you feel you have not obtained a satisfactory answer:
- you can ask the customer success team to escalate your concern to our Complaints Liaison Officer, or
- you can escalate and communicate directly with our Complaints Liaison Officer.
If your concern has not been resolved by our customer success team within 14 calendar days, we will automatically forward it to our Complaints Liaison Officer on your behalf.
Concerns related to Concentra Trust/Wyth Trust or to privacy inquiries will not be addressed by the Complaints Liaison Officer. Your concerns will be automatically forwarded to the Complaints Trust Officer or to the Chief Privacy Officer and they will take it from there and contact you directly.
Escalations to the Complaints Liaison Officer can be emailed to complaints@wyth.ca or in writing at our Corporate Office:
Complaints Liaison Officer
Concentra Bank /Wyth Financial
Executive Offices
333 3rd Ave N
Saskatoon SK S7K 2M2
The Complaints Liaison Officer will address your concern and provide you with a final decision in writing within 56 calendar days from the date we first acknowledged your concern.
The Ombudsman for banking services and investments
You also have the option of escalating your complaint to the Ombudsman for Banking Services and Investments (OBSI) in two situations:
- if you are not satisfied with the final response provided by the Complaints Liaison Officer, or
- if we are unable to resolve your complaint within 56 calendar 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 Canadian consumers.
You can contact OBSI by email at ombudsman@obsi.ca, by phone at 1 (888) 451-4519, via their website www.obsi.ca, or in writing at:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 400
P.O. Box 8
Toronto ON M5H 3R3
The Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) supervises federally-regulated financial institutions to ensure they comply with federal consumer protection laws, voluntary codes of conduct, and public commitments. 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.
If you have a complaint concerning any of the above, you can contact the FCAC by phone toll free 1.866.461.3222, or via their website at www.fcac-acfc.gc.ca or in writing at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa ON K1R 1B9
FCAC only investigates complaints that relate to a possible breach of market conduct obligations and does not provide personal redress or compensation.
Third-party complaint-handling process for this institution:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca
