Complaint Resolution Process

At Canadian Tire Bank, we are committed to building lifetime relationships with our customers by providing superior customer service. When you have a concern or complaint, we encourage you to tell us about it by following our Complaint Resolution Process outlined below. Start at step 1 and if at any step your concern is not resolved to your satisfaction, only then proceed to the next step.

 

Step 1


The first step to resolving a complaint is to contact us directly. The Customer Relationship Representatives will attempt to resolve your concerns within step 1, and, as appropriate, they will escalate your concerns to other levels within step 1, such as an Account Supervisor or Supervisor within the applicable contact centre.

 

You may contact us by phoning 1-866-846-5841. If it is more convenient, you may fax your complaint to 905-735-2644 or write to us at:

 

Canadian Tire Bank

P.O. Box 12000

Station Main

Welland, Ontario, L3B 6C7

 

Step 2


If your complaint is not resolved to your satisfaction within step 1, you may ask to have your concerns escalated to step 2, which is the Manager level and/or above by calling 1-866-846-5841 and ask to speak to someone at the Manager level and/or above. They will make every effort to solve your concerns and let you know when you can expect a response. If it is more convenient, you may fax your complaint to 905-735-2644 or write to us at the above noted address.

 

Step 3


The final escalation point within the Canadian Tire Bank Complaint Resolution Process is Canadian Tire Bank’s Ombudsman’s office. If you are not satisfied with the resolution the Manager level and/or above was able to provide, you may direct your complaint to their office. You may contact Canadian Tire Bank’s Ombudsman’s office by phone at 1-800-464-9166, extension 39583, by fax at 905-465-6033 or in writing at:

 

Ombudsman

Canadian Tire Bank

3475 Superior Court

Oakville, Ontario, L6L 0C6

 

If the steps listed above have not resolved your concern or complaint to your satisfaction or 90 days have elapsed since we received your complaint from step 2, you may contact the Ombudsman for Banking Services and Investments ("OBSI") by phone or in writing at:

 

Ombudsman for Banking Services and Investments

401 Bay Street

Suite 1505, P.O. Box 5

Toronto, Ontario, M5H 2Y4

 

Telephone: 1-888-451-4519

Fax: 1-888-422-2865

Email: ombudsman@obsi.ca

 

Please visit www.obsi.ca for more information about OBSI.

 

If you have a complaint about any obligation of Canadian Tire Bank under a consumer provision of the Bank Act, you may file a written complaint with the Financial Consumer Agency of Canada ("FCAC") at:

 

Financial Consumer Agency of Canada

Enterprise Building

427 Laurier Avenue West, 6th Floor

Ottawa, Ontario, K1R 1B9

 

Telephone: 1-866-461-3222

Fax: 1-866-814-2224

 

Please visit www.fcac-acfc.gc.ca for more information about FCAC.

 

For information on privacy related concerns or complaints, please review our Privacy Charter and Frequently Asked Questions at www.ctfs.com.


CANADIAN TIRE BANK OMBUDSMAN MANDATE

Canadian Tire Bank’s (“CTB's”) Ombudsman’s office is a group established to provide an independent review of customer concerns. CTB’s Ombudsman’s office is an avenue for customers to bring forward their concerns in matters that pertain to their Canadian Tire branded credit card or other Bank products and services. CTB’s Ombudsman reports directly to CTB’s Chief Executive Officer, Governance and Conduct Review Committee and Board of Directors. CTB’s Ombudsman’s office resides within CTB’s Corporate Compliance Department.

CTB’s Ombudsman's role is to provide an impartial review in circumstances where

·         a customer has attempted to resolve their concerns through CTB's 3 Step Complaint Resolution Process but remains unsatisfied;

·         assist in resolving complaints by conducting a thorough and impartial investigation; and

·         based on its independent complaint investigation findings, make recommendations to improve existing policies and procedures.

CTB’s Ombudsman will review the customer’s concerns and the response from the business in order to make an impartial assessment.

CTB’s Ombudsman’s office is the last escalation point of CTB’s 3 Step Complaint Resolution Process and will only  review and respond to a customer’s concerns if they remain unsatisfied after receiving a final response from within step 2. If a customer’s concerns have not been addressed within steps 1 and 2 of the process, CTB’s Ombudsman’s office will work with a customer to redirect their concerns to the applicable business area(s) within CTB/Canadian Tire Finacial Services ("CTFS") for review. CTB has found that a vast majority of customers’ concerns are resolved within steps 1 and 2 of CTB’s 3 Step Complaint Resolution Process. If a customer remains unsatisfied after receiving a final response from within step 2, the customer’s concerns can then be reviewed and responded to by CTB’s Ombudsman’s office in step 3.

Our office works with the customer and the business in an attempt to reach a mutually agreeable resolution in a manner that is fair and transparent.

How our office can address your concerns

We acknowledge receipt of your complaint upon receiving a complaint addressed to our office. If you have already addressed your concerns within steps 1 and 2 of CTB’s 3 Step Complaint Resolution Process and you remain unsatisfied with the outcome, our office will undertake an investigation of concerns that remain unresolved . We will issue you a Complaint and Consent Form (“Package”) and provide an acknowledgement upon receipt of the Package. The Package provides you with an opportunity to summarize the details of your concerns and the resolution you are seeking. Otherwise, if you have not addressed your concerns within steps 1 and 2 of CTB’s 3 Step Complaint Resolution Process, our office will work with you to redirect your concerns to the applicable business area(s) within CTB/CTFS.

There are some matters that fall outside of our mandate. We will review your concerns to determine if your complaint falls within our mandate. If your complaint falls outside of our mandate, we will let you know. Examples of complaints that fall outside of our mandate include, but are not limited to:

  • Insurance claims
  • Credit risk decisions (requests for lower annual interest rate, credit limit decreases, etc.)
  • Non bank complaints (store related complaints – i.e. car repairs, etc.)
  • Business policy decisions (loyalty, removal of credit balance admin fee, etc.)
  • Sold accounts
  • Account settlements
  • Accounts that have entered into litigation or where CTB/CTFS has received judgement
  • Garnishment arrangements

Our goal is to provide a final written response to you within 30 business days of opening a file (upon receipt of the completed and signed Package). More complex complaints may require additional time to review and provide a response. For such cases, we will provide a follow up letter advising that we require additional time.  

If you remain unsatisfied after our review and response

If 90 days has elapsed since you initially conveyed your concerns at step 2 of CTB’s 3 Step Complaint Resolution Process or you remain unsatisfied after you receive our response letter, you may appeal your complaint by contacting the external ombudsman, Ombudsman for Banking Services and Investments (“OBSI”). Please note that you have 180 days upon receipt of CTB’s Ombudsman’s office final response to contact the OBSI for a further review of your complaint. Contact information for the OBSI is provided to you as part of the Package.

TO VIEW CTB'S ANNUAL REPORT, click here.


How do I contact CTB’s Ombudsman?

  • By Telephone (Toll-free): 1-800-464-9166, ext. 39583
  • By Fax: (905) 465-6033
  • By Email: ombudsman@ctfs.com
  • By Mail: Ombudsman, Canadian Tire Bank
    3475 Superior Court, Oakville, Ontario, L6L 0O6
 

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