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Resolving Customer Complaints

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:

Step 1 - Talk to Us
Talk to your EBC business representative. If your concerns are not resolved, please contact the relevant Manager.

Step 2 - Escalate to a Senior Officer
If you are dissatisfied with the response or your complaint is unresolved after following Step 1, you may escalate to our Chief Operating Officer:

Chief Operating Officer
390 Bay Street, Suite 700
Toronto ON M5H 2Y2
coo@ebcfx.com

Generally, we are committed to returning your call within 48 business hours 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.

Step 3 - Escalate to EBC Ombudsman or EBC Chief Privacy Officer
If your complaint is unresolved after following Steps 1 and 2, you may escalate to the EBC Ombudsman. The EBC Ombudsman's 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 EBC Ombudsman may facilitate a resolution between the parties or make a non-binding recommendation.

The EBC Ombudsman does not investigate certain types of complaints, including:

Ombudsman
390 Bay Street, Suite 700
Toronto ON M5H 2Y2
Email: complaints@ebcfx.com
Website: ebcfx.com/contactus  (select “Complaint Resolution” for Reason for contacting us)

Chief Privacy Officer
If your complaint is regarding the privacy of your personal information and remains unresolved after following Steps 1 and 2, you may contact the Privacy Officer of EBC at:

Office of the Chief Privacy Officer
390 Bay Street, Suite 700
Toronto ON M5H 2Y2
Email: privacy@ebcfx.com

If you are still not satisfied, you can contact:

Privacy Commissioner of Canada via one of the following means of communication:
30 Victoria Street
Gatineau, Quebec
K1A 1H3
Tel: 1-800-282-1376 (toll-free) • 819-994-5444
Fax: 819- 994-5424

Step 4 - Contact Regulatory Bodies

Ombudsman for Banking Services and Investments (OBSI)
You also have the additional option of escalating your complaint to the Ombudsman for Banking Services and Investments (OBSI) if you are not satisfied with our Chief Compliance Officer’s response to your complaint. OBSI is an independent service for resolving disputes respecting banking services and investment services. It is your right to bring your case to OBSI for an impartial, informal and confidential review. We expect to be able to resolve all complaints within 90 days; however, if our best efforts have been unable to provide a resolution within that time, you may also refer your complaint to OBSI. You must bring your complaint to OBSI within 180 calendar days from receipt of our final response to your complaint.

Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON M5H 2Y4
Tel: 416-287-2877 or toll free: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Website: obsi.ca

Financial Consumer Agency of Canada (FCAC) using one of the following means of communication respecting consumer regulatory complaints:
427 Laurier Avenue West,
6th floor, Enterprise Building
Ottawa, Ontario K1R 1B9
Telephone: 613-996-5454 or toll-free 1-866-461-2232
Fax: 613-941-1436 or toll-free 1-866-814-2224
Website: www.fcac-acfc.gc.ca