Complaint Handling Procedures

State Street Trust Company Canada

State Street Trust Company Canada has an unwavering customer focus, and it is important that we listen to your concerns.

There are 3 steps available to customers to resolve Complaints:

1.) Contact a customer service representative or your customer relationship manager at State Street Trust Company Canada so we can address your Complaint in a timely manner. If your Complaint is not resolved to your satisfaction, we encourage you to request the customer service representative or customer relationship manager involve their department head.

2.) After following Step 1: If your Complaint remains unresolved, you may contact our Chief Complaints Officer by mail, email or telephone. The following is the Chief Complaints Officer’s contact information:

Mail:
State Street Trust Company Canada
Attention: Chief Complaints Officer
State Street Financial Centre
30 Adelaide Street East - Suite 1100
Toronto, Ontario
M5C 3G6

Email: canada-information@statestreet.com
Telephone: (416) 362-1100

3.) After following Step 2: If you are not satisfied with State Street Trust Company Canada’s response to your Complaint, you may contact the Ombudsman for Banking Services and Investments (“OBSI”) 90 calendar days after you started the internal Complaint Handling procedures. You have up to 180 calendar days after receiving the Chief Complaints Officer’s written response to contact the OBSI. State Street Trust Company Canada is a member of OBSI which is an approved External Complaint Body. The following is the contact information for the OBSI:

Mail:
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON
M5H 2Y4

Email: ombudsman@obsi.ca
Facsimile Number: 1-888-422-2865
Telephone Number: 1-888-451-4519
Website: http://www.obsi.ca

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 such as providing consumers with information about complaint handling procedures. You may contact the FCAC at any time if you have a Complaint about a potential violation of a consumer protection law in person or in writing at the following address:

Mail:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario
K1R 1B9

Telephone:
For services in English - 1-866-461-FCAC (3222)
For services in French - 1-866-461-ACFC (2232)

Website: www.fcac-acfc.gc.ca

State Street Bank and Trust Company – Canada Branch  

State Street Bank and Trust Company – Canada Branch has an unwavering customer focus, and it is important that we listen to your concerns.

There are 3 steps available to customers to resolve Complaints:

1.) Contact a customer service representative or your customer relationship manager at State Street Bank and Trust Company – Canada Branch so we can address your Complaint in a timely manner. If your Complaint is not resolved to your satisfaction, we encourage you to request the customer service representative or customer relationship manager involve their department head.

2.) After following Step 1: If your Complaint remains unresolved, you may contact our Complaints Officer by mail, email or telephone. The following is the Complaints Officer’s contact information:

Mail:
State Street Bank and Trust Company – Canada Branch
Attention: Complaints Officer
State Street Financial Centre 30 Adelaide Street East - Suite 1100
Toronto, Ontario
M5C 3G6

Email: canada-information@statestreet.com
Telephone: (416) 362-1100

3.) After following Step 2: If you are not satisfied with State Street Bank and Trust Company – Canada Branch’s response to your Complaint, you may contact the Ombudsman for Banking Services and Investments (“OBSI”) 90 calendar days after you started the internal Complaint Handling process. You have up to 180 calendar days after receiving the Complaints Officer’s written response to contact the OBSI. . State Street Bank and Trust Company – Canada Branch is a member of OBSI which is an approved external complaint body. The following is the contact information for the OBSI:

Mail:
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON
M5H 2Y4

Email: ombudsman@obsi.ca
Facsimile Number: 1-888-422-2865
Telephone Number: 1-888-451-4519
Website: http://www.obsi.ca

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 such as providing consumers with information about complaint handling procedures. You may contact the FCAC at any time if you have a Complaint about a potential violation of a consumer protection law in person or in writing at the following address:

Mail:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario
K1R 1B9

Telephone:
For services in English - 1-866-461-FCAC (3222)
For services in French - 1-866-461-ACFC (2232)

Website: www.fcac-acfc.gc.ca