Step 1) If you have a complaint that relates to any services or products offered by Cidel Bank Canada or Cidel Trust Company, such complaint must be received by us within six (6) years of the day when you first knew, or reasonably ought to have known, of an act or omission that is a cause of or contributed to the compliant.
Contact your Cidel Representative you are dealing with and discuss your concern or complaint.
Step 2) If your concern is not resolved to your satisfaction, you may contact us in writing to the attention of Chief Compliance Officer, by mail to
Cidel Bank Canada or Cidel Trust Company,
60 Bloor Street West, 9th Floor,
Toronto, ON M4W 3B8
or by e-mail to CANCompliance@cidel.com
Cidel will acknowledge the complaint in writing, investigate the matter and provide you with written notice of the decision to make an offer to resolve the complaint or deny it within 56 days (for Banking products and services) of receipt of the complaint. As part of this process, Cidel may request you to provide clarification or additional information to assist in considering your complaint.
Step 3) If you are not satisfied with the response from the Chief Compliance Officer you may escalate your concern or complaint in writing to Cidel’s Dispute Resolution Office at
60 Bloor St West, 9th Floor
Toronto, ON M4W 3B8
or by email: DRO@cidel.com
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
