Fairstone Bank of Canada and its subsidiaries (collectively, “Fairstone”) value your business and encourage you to take the following steps to quickly and effectively resolve your complaint.
Step 1: Customer Care Centre
Our team is here to help. You can reach the Customer Care Centre by telephone or mail. Resolving your complaint will be quicker and easier if you have the following information available when you call or you include them in your letter:
Full name, phone number and mailing address that is associated with your account;
The nature of your complaint and relevant details such as specific fees or transactions;
The name of anyone that you have already talked to about your concerns; and
Your contact information so we can reach you.
COMPANY/ PRODUCT PHONE NUMBER ADDRESS
Fairstone Financial Inc.
Personal Loans, Mortgage
www.fairstone.ca
1-866-915-9423
630 René-Lévesque West, Suite 1400
Montréal, QC H3B 1S6
Fairstone Bank of Canada
Walmart Rewards Mastercard
www.fairstonebank.ca
www.walmartfinancial.ca
1-888-331-6133 Walmart Rewards Mastercard
P.O. Box 217
Orangeville, ON L9W 2Z6
Fairstone Bank of Canada
First National Home Equity Secured MC
www.fairstonebank.ca
www.firstnational.ca
1-855-634-1328 First National Home Equity Secured MC
P.O. Box 220
Orangeville, ON L9W 2Z6
Fairstone Bank of Canada
GIC
www.fairstonebank.ca
https://www.fairstonebank.ca/contact-us/
Eden Park Inc.
Vehicle Financing
www.edenparkcanada.com
1-833-761-8977 52 Titan Road
Etobicoke, ON M8Z 2J8
customerservice@edenparkcanada.com
fig
Personal Loans
www.fig.ca
1-844-431-3444 630 René-Lévesque West, Suite 1400 Montréal, QC H3B 1S6
support@fig.ca
Step 2: Customer Care Centre Management
If you are not satisfied with the Customer Care Centre’s proposed resolution to your complaint, you can ask the Customer Care agents to refer your complaint to a manager. Your complaint will be automatically escalated to a supervisor or manager if it is not resolved within 14 days.
Step 3: Contact the Commissioner of Complaints
If you are not satisfied with the Customer Care Centre’s resolution of your complaint you can escalate your complaint by writing to the Commissioner of Complaints (“Commissioner”). The Commissioner is not an independent dispute resolution service. The mandate of the Commissioner is to complete an objective and unbiased investigation of unresolved customer complaints. The Commissioner of Complaints can be reached:
By Mail:
Fairstone Bank of Canada
Attn: Commissioner of Complaints
33 Yonge Street, Suite 810
Toronto, ON M5E 1G4
Step 4: External Agencies
There are independent agencies that monitor Canada’s financial institutions or assist consumers and financial institutions to solve consumer related issues. These agencies are independent of Fairstone Financial Inc. You can contact them if you are not satisfied with the resolution offered after completing Steps 1 to 3.
Ombudsman for Banking Services and Investments (“OBSI”)
OBSI is an independent organization whose purpose is to review your complaint if you do not accept the decision of the Commissioner of Complaints, or when 56 days have elapsed since you communicated your complaint to Fairstone. The OBSI is impartial, and its services are free to consumers.
By Phone:
1-888-451-4519
By TTY:
1-855-TTY-OBSI (1-855-889-6274)
By Fax:
1-888-422-2865
By Email:
ombudsman@obsi.ca
By Mail:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
PO Box 8
Toronto, ON M5H 3R3
Website:
http://www.obsi.ca/en/make-a-complaint
Financial Consumer Agency of Canada (“FCAC”)
The FCAC is a federal regulatory institution that educates financial services consumers, ensures that federally regulated financial institutions comply with federal consumer protection laws and regulations, and monitors financial institutions’ compliance with their voluntary codes of conduct and public commitments. The FCAC determines the nature of the complaint and, when there is a breach of the law, it takes action to ensure compliance by the financial institution. The FCAC does not provide personal redress (i.e., compensation or monetary award). The focus of the FCAC is to make sure that institutions comply with the law.
By Phone:
1-866-461-3222 (English)
1-866-461-2232 (French)
By Fax:
1-866-814-2224 By Mail:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Website:
http://www.fcac-acfc.gc.ca
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
