April 29, 2017
Complaint Procedure

Procedures for Dealing with Customer Complaints

Legacy Private Trust’s concept is that of a dedicated team approach, with strict service standards. Client Satisfaction is our top priority.  Each client is assigned a Trust Associate.  This Associate is surrounded by a team of other dedicated employees, with one objective, providing service to you and your beneficiaries in a professional and friendly way.

In the event that you, our valued client, feel dissatisfied or have concerns and comments, please follow the Company’s complaint procedure steps below.

  1. Make an appointment or simply call your Trust Officer and indicate your concerns.  At Legacy Private Trust no problem or concern will go unnoticed once you have voiced your concern. Most concerns will be resolved at this stage.
  2. If the complaint is unresolved for two weeks, our Trust Associate will refer the matter to our President.
  3. It is our mission to keep the communication lines open. If the problem is not resolved to your satisfaction, you may contact the Company’s President. Our President will take the time to speak and/or meet with you in order to try to resolve your concern. If you prefer, you may contact the President in writing.

Phone:  416 868-0001

Fax: 416 868-6541
1 Toronto Street, Suite 800, Box 1
Toronto ON   M5C 2V6

  1. If your problem or concern remains unresolved after you have followed Steps 1 and 3, you may request that your concern be brought to the attention of the Company’s Internal Ombudsman who will address the issue with the Company’s Customer Disclosure and Complaints Committee, a Committee of the Board of Directors. To initiate the process please contact our Chief Compliance Officer. The Chief Compliance Officer will request a meeting of the Internal Ombudsman and the Committee, at their earliest convenience, in order for the matter to be reviewed. If you prefer, you can contact the Chief Compliance Officer in writing.

Ms. Carolyn E. Love, Chief Compliance Officer
E-mail: celove@loveandwhalen.com
Phone: 416 860-7714
Fax: 416 868-6541
1 Toronto Street, Suite 800, Box 1
Toronto ON   M5C 2V6

  1. If a complaint remains unresolved following Step 4, you may contact an independent Ombudsman which has been appointed to serve the interests of customers of Canadian banks and investment firms. You may contact the Ombudsman for Banking Services and Investments at:

Ombudsman for Banking Services and Investments (OBSI)
PO Box 896, Station Adelaide
Toronto ON M5C 2A1
Website: www.obsi.ca
Toll-free telephone: 1-888-451-4519
Toll-free fax:     1-888-422-2865

If you have a complaint regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you can contact the Financial Consumer Agency of Canada. The Financial Consumer Agency of Canada ensures that all federally regulated financial institutions comply with federal consumer protection laws and regulations, and it investigates any complaint that relates to a possible breach. You can contact the Financial Consumer Agency of Canada at:

Financial Consumer Agency of Canada
Website:     www.fcac-acfc.gc.ca
427 Laurier Avenue West, 6th Floor
Fax:         613 941-1436
Ottawa ON  K1R 1B9

Toll Free:  1-866-461-3222 for services in English
1-866-461-2232 for services in French