Complaint Handling

State Street Trust Company Canada Complaint Handling Process

State Street Trust Company Canada is committed to our customers, and it is important that we listen to your concerns.

There are three 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 Complaints Officer by mail, e-mail or telephone. The following is the Complaints Officer’s contact information:
       
    Mail:
    State Street Trust Company Canada
    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 Trust Company Canada's response to your complaint or have not received a response within 90 days of the date you complained, you may contact the Ombudsman for Banking Services and Investments (“OBSI”). You have up to 180 calendar days after receiving the Complaints Officer’s written response to contact the OBSI if you are not satisfied with the response. 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 & Trust Company - Canada Branch Complaint Handling Process

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 three steps available to customers to resolve complaints:

  1. Contact a customer service representative or your customer relationship manager at State Street Bank & 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 & 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 or have not received a response within 90 days of the date you complained, you may contact the Ombudsman for Banking Services and Investments (“OBSI”).  State Street Bank and Trust Company – Canada Branch is a member of OBSI which is an approved external complaint body.  You have up to 180 calendar days after receiving the Complaints Officer’s written response to contact the OBSI if you are not satisfied with the response. 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