{"id":122,"date":"2023-10-30T17:49:40","date_gmt":"2023-10-30T17:49:40","guid":{"rendered":"http:\/\/ebc.paulainc.ca\/?page_id=122"},"modified":"2024-08-29T23:28:13","modified_gmt":"2024-08-29T23:28:13","slug":"complaints","status":"publish","type":"page","link":"https:\/\/ebc.paulainc.ca\/en\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\n
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Our customers come first in everything we do. If you have a complaint, we encourage you to let us know and give us the opportunity to resolve your concerns. We promise to address your complaint efficiently, professionally and in a timely manner, as retaining client confidence and trust is of utmost importance to EBC.

Ideally, problems should be resolved directly between the parties concerned, but that is not always possible. For those situations, we have created these procedures to provide assistance to customers in resolving disputes, and to communicate, when necessary, with regulators as may be required.

If you have a complaint about a product or service that you requested from us, please follow the following procedures, which are intended to assist in the satisfactory resolution of customer disputes:<\/p>\n\n\n\n

Step 1 – Talk to Us<\/h3>\n\n\n\n

Talk to your EBC business representative.
If your concerns are not resolved, please contact the Complaint Handling Representative in the Complaints form<\/a>. Generally, we are committed to returning your call within 2 business days to discuss the matter with you. Subsequently, the person in charge of your file will take all necessary measures to try to resolve the problem as quickly as possible.

If your concern is regarding a privacy matter, please use the form below and select the Privacy Officer.<\/p>\n\n\n\n

Step 2 – Escalate to a Senior Designated Officer<\/h3>\n\n\n\n

If you are dissatisfied with the response, your complaint is unresolved after following Step 1, or the investigation has surpassed 14 days, we or you may escalate to our Managing Director:

Managing Director<\/strong>
390 Bay Street, Suite 700
Toronto ON M5H 2Y2
Complaints form<\/a><\/p>\n\n\n\n

Step 3 – Escalate to EBC\u2019s Chief Compliance Officer (CCO) or EBC’s Chief Privacy Officer (CPO)<\/h3>\n\n\n\n

If your complaint is unresolved after following Steps 1 and 2, we or you may escalate to the CCO. The CCO mandate is to conduct impartial reviews of unresolved financial services complaints for EBC customers. The process is based on fairness, integrity and respect and considers: the interests of all parties, any relevant documentation, applicable laws, rules, regulations, policies and industry practices, as well as the overall fairness of the situation. At the conclusion of a review, the CCO may facilitate a resolution between the parties or make a non-binding recommendation.<\/p>\n\n\n\n

The CCO does not investigate certain types of complaints, including:<\/p>\n\n\n\n