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Customer Complaint Resolution Process
Step 1
If you have a problem or concern, tell us about your problem or concern in the way
that is convenient for you. You may contact us toll free or by mail at:
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ResMor Auto
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ResMor Broker Deposits
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ResMor Mortgage
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Toll Free Phone
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1 877 659-ALLY (2559)
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1-866-809-5800
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1-866-809-5800
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By Mail
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Ally Customer Care
for ResMor Trust Company
P.O. BOX 6390, STN. D
ETOBICOKE, ONTARIO
M9A 6C3
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ResMor Trust Company Broker
Deposit Operations
3250 Bloor Street West, Suite
1400, East Tower, TORONTO
ONTARIO, M8X 2X9
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ResMor Trust Company
Suite 500, 555 4th Ave. S. W.
CALGARY, ALBERTA, T2P 3E7
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If the customer service associate is not able to resolve your concern, your concern
may be referred to the appropriate department manager.
Step 2
If the Customer Care Centre or appropriate department manager is not able to resolve
your complaint to your satisfaction, a representative of the Executive Resolution
Team will be happy to assist you. You may contact the Executive Resolution Team
toll-free or by mail at:
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ResMor Auto
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ResMor Broker Deposits
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ResMor Mortgage
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Toll Free Phone
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1 877 294-4405
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1-877-453-5731
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1-866-809-5800
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By Mail
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Executive Resolution Team
P.O. BOX 6390, STN. D
ETOBICOKE, ONTARIO
M9A 6C3
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Executive Resolution Team
ResMor Broker Deposit Operations
P.O. BOX 350, STN. C, TORONTO
ONTARIO, M6J 3N1
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Executive Resolution Team
Suite 500, 555 4th Ave. S. W.
CALGARY, ALBERTA, T2P 3E7
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Step 3
If you have been through the first two steps and your concern remains unresolved,
you may contact the ResMor Ombudsman by mail at
ResMor Ombudsman
3250 Bloor Street West, Suite 1400, East Tower
TORONTO, ONTARIO, M8X 2X9
Step 4
Third-party review:
In most cases, if your complaint has not been resolved to your satisfaction, you
can have it reviewed by an external agency. Below is a list of the external agencies
available to you.
Ombudsman for Banking Services and Investments (OBSI)
An independent Ombudsman has been appointed to resolve most disputes between participating
financial institutions and their customers if they can’t solve them on their own,
such as mishandled accounts, misleading information or inappropriate advice. If
you are not satisfied with our Ombudsman’s response, you can refer your complaint
to the OBSI. You can also contact the OBSI if you have waited more than 90 days
for a resolution after elevating your concern (Step 2). You may contact the OBSI
at 416-287-2877 or toll-free at 1-888-451-4519 or by mail to
Ombudsman for Banking Services and Investments
401 Bay St., Suite 1505, P.O. Box 5
TORONTO, ONTARIO, M5H 2Y4
or through the OBSI Website at www.obsi.ca.
Financial Consumer Agency of Canada (FCAC)
The FCAC supervises federally regulated financial institutions to ensure they comply
with federal consumer protection laws. For example, financial institutions must
provide consumers with information about fees, interest rates and complaint-handling
procedures. If you have a complaint regarding a potential violation of consumer
protection law, you may contact the FCAC in writing to
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
OTTAWA, ONTARIO, K1R 1B9
or through its Website at www.fcac-acfc.gc.ca.
Please note that the FCAC does not become involved in matters of redress or compensation.
All such requests must follow the three-step process set out above.
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