Resolving Your Concerns - Peoples Group

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We’re Here For You

Nothing is more important to Peoples Group than the security of your personal information.

If you have any concerns about your personal or financial information with Peoples Group, or there has been any evidence or unusual activity to suggest you may be at risk of fraud or identity theft, report the incident to us immediately at 1-855-683-2881.

Resolution Process

At Peoples Group, our goal is to provide high quality products and services for all our customers. We appreciate your business and are dedicated to building long and satisfying relationships with our customers. If you have a concern about the products and services we have provided to you, we encourage you to let us know, because your satisfaction is our primary objective. By following the steps outlined below, you can be assured that your concern will be attended to in a timely manner.

Step 1: Talk to the Branch or Office Where You Do Business

We will try to deal with your concerns informally. This means that you should phone or take your complaint to the Branch or Office where you do business as soon as you have a concern.

For prepaid card customers, please phone the Customer Service team responsible for your card and attempt to have them resolve your concern. The phone number for the team is available on the reverse of your prepaid card.

Our staff, including a supervisor if necessary, will do their best to resolve your problem without you needing to do anything else.

Step 2: Contact the Customer Complaints Department

For Banking and Lending

If your concern has not been resolved, you may escalate the matter to our Customer Complaints Department by:

Asking the individual you are dealing with in Step 1 to escalate the matter on your behalf, or
Escalating the complaint directly using the contact information below:

Email: [email protected]

Phone: 604-683-2881 or 855-683-2881 (toll free)

Fax: 604-331-3469

Mail: Customer Complaints Department

Peoples Group,
Suite 1400 – 888 Dunsmuir Street, Vancouver, BC V6C 3K4

Your complaint will be directed to the appropriate Manager who will try to find a resolution quickly and satisfactorily.

When sending your complaint by email, fax or mail, please let us know:

your first and last name
your address
your contact telephone number
clear details of your complaint
what you would like us to do to resolve matters

For your own security and safety, never send your account or pin numbers, user names or passwords by email.

For Prepaid Cards

If you have call the number on the back of your card but your concern has not been resolved, the next step is to contact us with your complaint.

You can speak to us Monday to Friday between 8am and 4pm PST on 604-694-6214 or 1-855-694-6214 (toll free).

You can also contact us with your complaint at:

Email: [email protected]

Fax: 604-331-3469

Mail:
Customer Complaints Department,
Peoples Card Services

Peoples Group
Suite 1400 – 888 Dunsmuir Street, Vancouver, BC V6C 3K4

When sending your complaint by email, fax or mail, please let us know:

your card number (for security reasons please do not include your full card number. The card number should be supplied by providing the first six and last four digits only, as follows: 123456******7890)
your first and last name
your address
your contact telephone number
clear details of your complaint
what you would like us to do to resolve matters

Step 3: Contact the Peoples Group Complaints Officer

At this stage, if your concern is still not resolved to your satisfaction, you should put your concerns in writing. You can do this by mail, facsimile, or e-mail to our Complaints Officer at:

Complaints Officer Peoples Group – Suite 1400 – 888 Dunsmuir Street Vancouver, BC V6C 3K4 Toll-Free: 855-683-2881 Facsimile: 604-331-3469 E-mail: [email protected]

At Peoples Group, our goal is to provide high quality service for all our customers. To better serve you, please provide us with your full name, phone number, and a detailed description of your concern.

Initially, we will write to you within 5 business days to let you know we have received your correspondence and provide you with the name of the Complaints Officer who will:

investigate your problem;
take any necessary action; and
ensure you receive a written reply within 30 days.

If your problem needs more investigation, and we cannot send you a written reply within 30 days, we will write to you and let you know when you will receive a written reply.

Step 4: Third Party Complaint Handling Process

If you have been through steps 1 through 3 and are still not satisfied with the results of our investigations, you may contact the Ombudsman for Banking Services and Investments (OBSI). OBSI is an independent office responsible for assisting customers with their concerns.

You may contact OBSI as follows: OBSI
Suite 1505 – 401 Bay Street
P.O. Box 5
Toronto, ON M5H 2Y4
Toll-Free Phone: 888-451-4519
Toll-Free TTY: 855-889-6274
Toll-Free Fax: 888-422-2865
E-mail: [email protected]

Autorité des marchés financiers – For Quebec Residents Only

The Autorité des marchés financiers (AMF) is the body mandated by the government of Quebec to regulate the province’s financial markets and provide assistance to consumers of financial products and services. At any time after Step 3 of our Resolving Your Concerns Process, you can ask Peoples Group to send a copy of your complaint file to the AMF by completing a Request for the Transfer of a File form. This form, and other information about the AMF, is available on their website at www.lautorite.qc.ca/index.en.html. This option is only available to Quebec residents who choose to communicate with the AMF over OBSI.

You may contact the AMF by:

Mail:
Autorité des marchés financiers
Place de la Cité, Cominar Tower
Suite 400 – 2640 Laurier Boulevard
Quebec, QC G1V 5C1
Quebec Area Telephone: 418-525-0337
Quebec Area Facsimile: 418-525-9512
E-mail: [email protected]
Website: www.lautorite.qc.ca

Financial Consumer Agency of Canada – Federal Consumer Provisions

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure that they comply with federal consumer protection laws. The FCAC also helps educate consumers, and it monitors industry codes of conduct and public commitments designed to protect the interests of consumers.

The FCAC does not handle complaints involving service quality, loan and credit granting policies, contractual matters, or other general service issues. If you have a concern regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you may communicate your concern – at any time – to the FCAC, either in person, by letter, by telephone, or through its website at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9
Toll Free: 866-461-3222
FCAC Website: www.fcac-acfc.gc.ca