CUSTOMER COMPLAINT PROCEDURE
Last updated: November 20, 2024.
At Empaythium, we are committed to delivering exceptional customer service. If you encounter any issues or are dissatisfied with any aspect of our service, we have established procedures to address your concerns promptly and effectively. Please follow the steps below to file a complaint:
STEP 1: CONTACT US
You can file a complaint through either of the following methods:
Complaint Handling Timeframes
We are obligated to adhere to specific regulations while handling customer complaints. Upon receiving your complaint, we will:
Final Response and Resolution
Upon resolution of your complaint, you will receive a Complaint Resolution Summary or Final Response Letter, detailing:
- Email: Please send an email to info@empaythium.com, including your account details, a brief summary of your complaint, and any steps you've taken to address the issue.
Complaint Handling Timeframes
We are obligated to adhere to specific regulations while handling customer complaints. Upon receiving your complaint, we will:
- Provide an initial acknowledgment within 24 hours.
- Aim to resolve the complaint within 15 business days of receipt.
- If unable to resolve within 15 days, issue a holding response within the timeframe, not exceeding 30 days, explaining the delay and providing a final response.
Final Response and Resolution
Upon resolution of your complaint, you will receive a Complaint Resolution Summary or Final Response Letter, detailing:
- Acknowledgment of your complaint.
- Results of our investigation.
- Opinion on the validity of your complaint.
- Proposed corrective actions or compensation, if applicable.
- If your complaint is rejected, we will provide a Further Written Response explaining the decision.
STEP 2: CONTACT THE OMBUDSMAN FOR BANKING SERVICES AND INVESTMENTS (OBSI)
If you remain dissatisfied with the Complaint Resolution Summary or Final Response Letter reached by Empaythium, you may contact the Ombudsman for Banking Services and Investments (OBSI) for a third-party review of your complaint. OBSI is an independent office responsible for assisting Canadians with banking concerns. Please note OBSI will consider your complaint only after the previous steps have been fully pursued.
You have up to 180 days after receiving Empaythium response to contact OBSI.
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Phone: 1.888.451.4519
Fax: 1.888.422.2865
ombudsman@obsi.ca
You have up to 180 days after receiving Empaythium response to contact OBSI.
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Phone: 1.888.451.4519
Fax: 1.888.422.2865
ombudsman@obsi.ca
STEP 3: CONTACT THE FINANCIAL CONSUMER AGENCY OF CANADA
The Financial Consumer Agency of Canada (FCAC) provides oversight of all federally regulated financial institutions, including Empaythium, to ensure they comply with consumer protection laws. Consumer protection laws safeguard the interests of banking clients and include the requirement for banks to provide you with information such as disclosure of interest rates, fees and our complaint resolution procedures.
Please note the FCAC handles complaints on regulatory matters only. If your concern relates to a regulatory matter, such as the potential violation of consumer protection law or code of conduct, you may want to contact the FCAC.
Financial Consumer Agency of Canada
427 Laurier Ave W, 6th Floor
Ottawa, ON K1R 1B9
Phone: 1.866.461.FCAC (3222)
French: 1.866.461.2232
fcac-acfc.gc.ca
We are committed to addressing your complaints fairly, transparently, and promptly, and we encourage you to utilise these procedures to ensure your concerns are heard and addressed appropriately.
Please note the FCAC handles complaints on regulatory matters only. If your concern relates to a regulatory matter, such as the potential violation of consumer protection law or code of conduct, you may want to contact the FCAC.
Financial Consumer Agency of Canada
427 Laurier Ave W, 6th Floor
Ottawa, ON K1R 1B9
Phone: 1.866.461.FCAC (3222)
French: 1.866.461.2232
fcac-acfc.gc.ca
We are committed to addressing your complaints fairly, transparently, and promptly, and we encourage you to utilise these procedures to ensure your concerns are heard and addressed appropriately.