COMMENTS, CONCERNS, AND COMPLAINTS

Our Commitment

We are committed to addressing and resolving your concerns promptly, fairly, and professionally. We value your business and want to ensure you’re satisfied with the service we provide.

Our complaint-handling process includes clear information and outlines the steps to report a concern or complaint. We also provide you with transparent and easy-to-understand information about what you can do if you are dissatisfied with our resolution to your complaint.

Our complaint process is also available on our website at www.odysseytrust.com

Step 1: Do you have a complaint? Contact us.

If you are dissatisfied with the quality of service you received, please let us know immediately by raising your complaint with the Odyssey team member(s) with whom you have formerly interacted. Alternatively, you can submit your complaint to our Shareholder Services team by toll-free phone call or email.

Toll-free: 1-888-290-1175
Email: contact.odysseytrust.com

We want to address your complaint promptly. You can help us by providing us with sufficient information that will help us to fully understand the situation and adequately address your concerns. When submitting your complaint please include:

1. Details of your complaint– provide a summary outlining what happened. In the subject line of your email, and whether by phone or by email, provide your name, the product or service to which your complaint relates, and the nature of your concerns. Please also ensure that you include your contact details in the body of the e-mail so we can resolve your complaint in a timely manner.
   2. Resolution – let us know exactly what you are seeking to address your concerns.
   3. Supporting documents – include any relevant documents that will support your complaint (emails, statements, etc.).

Step 2: Escalate your Complaint

If your complaint was not resolved to your satisfaction at step 1, you may escalate your complaint to a member of our Senior Management team or our Compliance Department, as applicable, at no cost. Our complaint-handling framework complies with the standards and requirements of applicable regulations, and we will always do our best to find a mutually agreeable solution for both parties. You can escalate your complaint by phone or email:

Email: complaints@odysseytrust.com

Toll-free: 1-888-290-1175. Please let our Shareholder Services team member know that you would like to speak to the complaints escalation manager.

Whether escalating by phone or email, please provide your name, contact information, and details of the product or service to which your complaint relates and you will be directed to the correct complaints escalation manager.

We will provide you with an acknowledgement of your complaint in writing as soon as possible, but in any event within 2 business days of receipt and our final response within 30 business days, including contact information of a third-party dispute resolution service in case you are not happy with our final position.

Step 3: Escalate your Complaint to an External Source

For issues or complaints regarding federal consumer provisions:

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes trust and loan companies, for compliance with federal consumer protection laws.

Trust and loan companies are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible trust and loan company directly.

If you are not satisfied with how your complaint has been handled or 90 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: [insert the name of the external complaint body, and link or refer to information on the external complaints body, as set out in online and print complaint-handling information for customers].

If you want to know your rights or need information about the complaint-handling process of a trust and loan company, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Website: www.canada.ca/fcac

Online Form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, ON K1R 1B9

Disclosure:

Odyssey’s Complaint Handling Process applies to the Canadian Operations of Odyssey Trust Company. The Chief Risk Office/Chief Compliance Officer is responsible for the implementation of this process. Any person or organization who is dissatisfied with a product or service provided by Odyssey, for any reason, may contact us to complain. A complaint is an expression, either oral or written, of at least a reproach against Odyssey, the identification of real or potential harm to the consumer, or a request for remedial action.