Customer Complaint Handling Procedures
At Bennington Financial Corp., we take pride in our service and are committed to providing our customers with the best customer experience that we can. If you have a concern or a complaint about the service we provide, we want to hear from you so that we can try to make things right. Our complaint handling procedures are in place so that we can work with you to resolve your concerns as quickly and efficiently as possible. The following represents our Customer Complaint Handling Procedures.
Business Unit Representative
If you have a complaint or concern, talk to the employee of the business unit that you have been dealing with. If that individual is not able to resolve the complaint to your satisfaction, the complaint can be referred to that individual’s Manager, who has the authority to resolve, in a timely manner, the majority of complaints that arise. Where your complaint/concern is to be escalated, the employee will either provide you with the contact information for their Supervisor and/or Manager, or have that individual reach out to you.
The business units all have reporting lines which can address any complaint/concern that are escalated. The reporting lines which can address your complaint/concern include eventually going up to our Chief Executive Officer, who can be contacted as follows:
Troy Campbell - CEO
Email: [email protected]
Mail: Executive Office
1465 North Service Road East, Suite 100
Oakville, Ontario L6H 1A7
If you remain unsatisfied with the response or decision you have received, you may escalate your concern to the Office of the Ombudsman of our parent company, Equitable Bank, at [email protected] .
Customer Service Department:
If you have a general complaint not specific to any business unit or department, you may contact our in-house Customer Service Department, which can be reached at:
Telephone: 1-844-223-2372
Email: [email protected]
Mail: Customer Service
1465 North Service Road East, Suite 100
Oakville, Ontario L6H 1A7
Many complaints can be resolved with our Customer Service Department. If one of our Customer Service Representatives is unable to resolve your complaint/concern, your complaint can be referred to our Customer Service Supervisor and/or Manager. Where your complaint/concern is to be escalated, the Customer Service Representative will either provide you with the contact information for their Supervisor and/or Manager, or have that individual reach out to you.
Our Customer Service Department has direct contact with Bennington Financial Corp.’s other business units, and will appropriately engage these other business units to address your complaint/concern.
Our Customer Service Department and other business units all have reporting lines which can address any complaint/concern that are escalated. The reporting lines which can address your complaint/concern include eventually going up to both our President and our Chief Executive Officer, who can be reached at the contact information above.
If you remain unsatisfied with the response or decision you have received, you may escalate your concern to the Office of the Ombudsman of our parent company, Equitable Bank, at [email protected] .
Privacy
Internal Privacy Contact:
If you have a customer complaint or concern directly involving a privacy issue, you can contact our internal Privacy Officer, Shahan Khan – VP Legal & General Counsel at:
Privacy Officer
Bennington Financial Corp.
1465 North Service Rd. E.
Oakville, ON L6H 1A7
905-901-6280
[email protected]
Office of the Privacy Commissioner of Canada (OPC):
www.priv.gc.caThe Office of the Privacy Commissioner of Canada oversees compliance with Canada’s privacy laws and provides advice and information for individuals about protecting personal information. Additional information about the OPC and your rights can be found at the OPC’s website: www.priv.gc.ca
The OPC can also be contacted at:
| Telephone: |
819-994-5444 |
| Toll-free: |
1-800-282-1376 |
| Fax: |
819-994-5424 |
| Online Form: |
https://services.priv.gc.ca/q-s/allez-go/eng/8b62761b-7100-4016-886c-0279a78670d6 |
| Mail: |
Office of the Privacy Commissioner of Canada |