Step 1. First, go to the source
If you have a general inquiry, a problem, or concern about your products or services, contact your advisor or the department you normally deal with.
Most problems can be resolved quickly and easily by speaking with your advisor or with our Customer Service Centre.
Call us at: 1-877-765-2265
Email us at: manulife_bank@manulife.com
Step 2. Talk to management
If you are not completely satisfied with our staff member’s response, ask to speak to the manager in the department.
Step 3. Ask for a further review
If you are not satisfied with the manager’s response, you can escalate your complaint to the Customer Care Team for an additional review.
Call us toll free at: 1-855-891-8671
E-mail us at:
Escalated_Customer_ Complaints@manulife.ca
Fax us at: 1-888-259-6351
What you can expect: Upon receipt of an escalated verbal or written complaint, your concerns will be acknowledged and an investigation will begin.
The complaint investigation:
We may:
• Contact you to clarify information you have already provided;
• Contact you to request additional information in writing;
• Share your complaint and supporting documentation with your advisor, if applicable;
• Request additional information from other parties involved;
• Provide you with updates throughout the complaint handling process;
• Advise you of any action we will be taking.
Our response to you: Once the investigation has been completed, you will receive a written response explaining the reasons for the decision, except in some cases where an issue can be addressed easily and to your satisfaction over the phone.
Step 4. Still not satisfied?
If the Customer Care Team is unable to resolve the problem to your satisfaction, please write to:
Client Dispute Resolution Office
Manulife Bank of Canada and
Manulife Trust Company
500 King Street North
PO BOX 1602, STN WATERLOO
Waterloo, Ontario N2J 4C6
Step 5. External recourse
If after following the above steps, you continue to remain dissatisfied and wish to pursue your complaint, external recourse is available to you, through The Ombudsman for Banking Services and Investments (OBSI).
OBSI is part of the Financial Services OmbudsNetwork (FSON), which is a national industry-based dispute resolution system for consumers of financial services. The OBSI deals with concerns about banking and securities investment products and services that have not been resolved through the company’s dispute resolution system.
Toll free telephone: 1-888-451-4519
or from Toronto (416) 287-2877
Manulife Trust Complainants in Quebec
In the province of Quebec, the regulatory body for financial institutions is the Autorité de marchés financiers. If after dealing with the Manulife Trust Client Dispute Resolution Officer, you remain dissatisfied with the way in which your complaint has been handled or with the results of process, you may ask that your file be transferred to the Autorité. You can reach the Autorité by calling toll-free at 1-877-525-0337 or, in Quebec City, at 418-525-0337, in Montreal at 514-395-0337, or by email at renseignements-consommateur@lautorite.qc.ca.
Federal consumer provision complaints
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protections laws. For example, banks and trust companies are required by law to provide consumers with information about:
• Complaint-handling procedures
• Borrowing costs on credit cards and loans
• fees/charges and interest rates
If you have a complaint about such a consumer provision, you can contact the FCAC in writing, by telephone or through their website.
In writing:
The Financial Consumer Agency of Canada
6th Floor Enterprise Building
427 Laurier Avenue West
Ottawa, ON K1R 1B9
By telephone: 1-866-461-3222
FCAC website: canada.ca/en/financial-consumer-agency.html
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
