Resolving Your Complaints If you have a complaint, give us a call. We’ll do our best to address your concerns personally. Step 1: Talk to a supervisor at Community Trust We will try to deal with your concerns locally. This means that you should phone or take your complaint directly to the supervisor or department manager where you do business as soon as you have a concern. Step 2: Contact the Complaints Resolution Team at Community Trust If your concern is still not resolved to your satisfaction, you should put your concerns in writing. You can do this by mail or e-mail to our Complaints Resolution Team at: Email: complaints@communitytrust.com Complaints Resolution Team Community Trust Company Unit G1 – Ground Floor, 5700 Yonge Street North York, ON M2M 4K2 Step 3: Contact the Ombudsman for Banking Services and Investments (OBSI) If you have gone through the first two steps and remain dissatisfied, you can turn to an independent ombudsman who has been designated to provide an impartial review of unresolved customer complaints. Contact information for the OBSI is provided below. Ombudsman for Banking Services and Investments 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 Toronto area telephone: 416-287-2877 Toronto area fax: 416-225-4722 Email: ombudsman@obsi.ca Website: www.obsi.ca The Financial Consumer Agency of Canada (FCAC) The Financial Consumer Agency of Canada supervises financial institutions such as trust and loan companies to ensure that they comply with federal consumer protection laws. If you have a complaint that you think may involve a violation of a consumer protection law, contact FCAC in writing. Contact information for the FCAC is provided below. Financial Consumer Agency of Canada Enterprise Building, 6th Floor 427 Laurier Avenue West Ottawa, ON K1R 1B9 (English) Phone: 1-866-461-3222 (French) Phone: 1-866-461-ACFC (2232) Website: www.fcac-acfc.gc.ca Where we are 2350 Matheson Boulevard East Mississauga, Ontario, L4W 5G9 Canada ––– Office hours 8:30 a.m. to 5:00 p.m. ET, Mon to Fri Talk to us Mortgages For brokers: 1 (888) 649-1169 For customers: 1 (800) 268-1576 8:00 a.m. to 8:00 p.m. ET, Mon to Fri ––– All other enquiries 1 (800) 268-1576 8:30 a.m. to 5:00 p.m. ET, Mon to Fri Accessibility Statement Privacy Regulatory Disclosures Legal Resolving Your Complaints Terms of Use Careers Deposit Insurance Information Community Trust Company is a member of the Questrade Group of Companies. Questrade Group of Companies means Questrade Financial Group and its affiliates that provide deposit, investment, loan, securities, mortgages and other products or services. © 2021 Community Trust Company. All rights reserved.