Our Complaint Procedure

 

Stewart Title is committed to providing you with the utmost in customer service.  However, should you ever have a concern about the service you receive, we encourage you to tell us about it.

 

In most cases, your concern is resolved simply by discussing it with one of our Representatives at the office where you conduct business with us.

 

In the event that the Client Service Representative or staff member is unable to resolve your concern to your satisfaction, follow the process below so that we can ensure your concern is attended to in a timely manner.

 

Please contact the Complaint Officer by:

 

 

Telephone

 

(416) 307-3300

Toll Free:1-888-667-5151

Fax

(416) 307-3305

Toll Free : 1-888-292-1388

 

E-mail

 

stewartreg@stewart.com

Mail

Complaint Officer

Stewart Title Guaranty Company

Royal Bank Plaza, North Tower

200 Bay Street Suite 2600

Toronto, ON M5J 2J2

 

 

When you contact us, we will require:

 

1.       Your Name; Street Address; Email Address; Phone and Fax Numbers with area codes.

2.       Where you prefer to be reached.

3.       The name of the person with whom you spoke.

4.       Particulars relating to the matter.

 

 

The Complaint Officer will follow the process outlined below:

 

A)   The Complaint Officer, will acknowledge your complaint the same business day and in some cases, may need to direct your concern to the appropriate Manager for investigation and response.

 

B)   Within 5 business days of receiving your inquiry, we will by a letter or a phone call, advise you on the resolution of your complaint and the action Stewart Title has taken, or in complex cases, the status of your complaint and an expected time of resolution.

 

C)   Stewart Title will send you a final notice on the resolution of your complaint or the plan implemented to resolve your complaint. 

 

D)   To ensure that our internal process had been followed, the Complaint officer’s most important task is to review the details of any complaint objectively and impartially.

 

      Stewart Title is committed to making the best efforts to resolve your complaint to your satisfaction.  However, should you remain unsatisfied with the Company’s final position, you may contact the independent organizations below.

 

 

 

General Insurance Ombudservice (GIO)

 

GIO – General Insurance Ombudservice, an independent corporation that provides mediation services and assists in the resolution of conflicts.

 

You may contact GIO via:

 

Telephone:

 

(416) 299-6931

Fax:

 

(416) 299-4261

Mail:

 

General Insurance Ombudservice

10 Milner Business Court, Suite 701

Toronto, Ontario M1B 3C6

 

 

The Financial Consumer Agency of Canada (FCAC)

 

The Financial Consumer Agency of Canada (FCAC), an independent government agency that supervises federally regulated financial institutions to ensure that they comply with federal consumer legislation.

 

FCAC also expands consumer education in the financial sector, monitors industry codes of conduct and public commitments designed to protect the interest of consumers.

 

Stewart Title Guaranty Company complies with the consumer laws that protect you in different ways.  For example, we provide our customers with information about our complaint-handling procedures; proper notice about our office closures that affect you; terms and conditions of our title insurance policies; customer’s rights and obligations when being issued a title insurance policy and protecting the confidentiality of customer information.

 

For more information about FCAC, you may contact them via:

 

 Telephone:

1-866-461-3222

Website:

 

www.fcac-acfc.gc.ca

Mail:

Financial Consumer Agency of Canada

Enterprise Building, 6th Floor

427 Laurier Avenue West

Ottawa, Ontario  K1R 1B9

 

The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual complaints.

 

The Privacy Commissioner of Canada

The Privacy Commissioner of Canada is responsible for ensuring that the federal government and companies in the private sector collect, use or disclose personal information in a manner that is responsible and transparent.

Canada has two federal privacy laws in place to protect your personal information. The Privacy Act and the Personal Information Protection and Electronic Documents Act (PIPEDA).

The PIPEDA sets out ground rules for how private sector organizations may collect, use or disclose personal information in the course of commercial activities. Stewart Title’s Privacy Policy can be found in our website at www.stewart.ca. If your concern involves a privacy issue you may contact the office of the Privacy Commissioner of Canada by:

Telephone:

1-800-282-1376

Fax:

(613) 947-6850

Website:

www.privcom.gc.ca