Olympia Trust Company Complaint Handling and Dispute Resolution Policy
Serving You Better
At Olympia, we understand that as a client, you are entitled to expect your requests to be handled fairly and equitably. And that is precisely why we have an official Complaint Handling and Dispute Resolution Policy.
This policy guides our decisions and actions related to handling complaints and gives us an excellent tool to ensure we can provide you with even better service.
Easy and Straightforward
Every complaint we receive undergoes an in-depth examination procedure in order to be settled fairly and courteously. Here is an overview of the steps involved:
- If you have a concern about one of our products or services, you should start by contacting the individual you normally deal with at Olympia.
- If after this initial step, you haven’t received a satisfactory response, you can request to have your file transferred to a higher level. In this case, a manager or vice-president will examine your case and contact you.
- In most cases, complaints are settled promptly to the satisfaction of our clients. However, if you are still not satisfied after having gone through the first two steps, you can file a formal complaint with Olympia’s Complaints Officer. Submit your written complaint to the Complaints Officer explaining the reasons why you are not satisfied and how you would like to see the situation resolved. Send your written complaint by email, regular mail or courier to the attention of Olympia's Complaints Officer at firstname.lastname@example.org
2300, 125 – 9th Avenue SE
Calgary, Alberta T2G 0P6
Attention: Complaints Officer
ROLE OF THE COMPLAINTS OFFICER
The role of Olympia’s Complaints Officer is to act independently and objectively to investigate all options that could potentially lead to the resolution of a complaint.
Upon receiving your written complaint, Olympia’s Complaints Officer will open a file and send you an acknowledgement of receipt. Your complaint will then be handled within 30 days of receipt of all of the documents or information required to examine the complaint.
Personnel from different company departments may be called upon to assist the Complaints Officer in carrying out a full examination of the complaint. If, upon completing the examination, the Complaints Officer upholds the initial decision, an explanation of the decision-making process and the steps taken to arrive at this decision will be provided. If the Complaints Officer decides that your complaint is justified, appropriate action will be taken to rectify the situation.
In both cases, you will be notified in writing of the final decision taken by the Complaints Officer.
OTHER COURSES OF ACTION
If you are not satisfied with how your complaint is handled or a decision made by Olympia’s Complaints Officer, you can present your case to a competent regulatory body or association involved in regulating trust companies in your jurisdiction.
These organizations will intervene only after you have exhausted all possible recourses with Olympia and after the 30-day time limit for receiving a final response has elapsed. If your complaint is eligible for review by one of these regulatory bodies, Olympia’s Complaints Officer will inform you of this and indicate which organization you should contact.
If you live in Quebec, you can ask the Complaints Officer to transfer your complaint file to the Autorité des marchés financiers. This can be done once the time limit for a final response has elapsed, but no longer than one year after the date you receive your final response from the Complaints Officer. For information about the options available to you, contact the Autorité des marchés financiers at 1-877-525-0337.
It is important to note that any steps taken with these organizations will not interrupt the statutory period allowed for exercising your rights before a court of competent jurisdiction.