| Policies
1. Maple Bank's Statement on Coercive Tied Selling
2. Resolving Customer Complaints
3. Privacy
Maple Bank's Statement on Coercive Tied Selling
The Bank Act requires banks to inform customers in plain language that coercive tied selling is illegal.
What is Coercive Tied Selling?
Section 459.1 of the Bank Act prohibits banks from practicing coercive tied selling. More specifically, it is against the law for a bank to "impose undue pressure on, or coerce, a person to obtain a product or service from a particular person, including the bank and any of its affiliates, as a condition for obtaining another product or service from the bank."
Simply put, you cannot be unduly pressured to buy a product or service that you don't want, from Maple Bank or one of its affiliates, to obtain another of our products or services.
What is Our Commitment to You?
As per our requirements under the law, and as a commitment to serving you, Maple Bank confirms that no pressure will be imposed upon you to enter into any additional business with us as a condition of obtaining any services we provide you.
We urge you to let us know if you believe that you have experienced coercive tied selling in any dealings with us.
Please contact us at:
Maple Bank Toronto Branch
79 Wellington Street West, Suite 3500
Toronto, ON M5K 1K7
Attention: Lindsay Chase, Chief Compliance Officer
Tel: (416) 350-8273
Fax: (416) 350-8226
E-mail: lchase@maplebank.com
Resolving Customer Complaints
Maple Bank is committed to providing you with the best possible customer service. Should you experience difficulty in resolving a complaint with the Bank representative you are dealing with, please contact the following:
1. Communicate with the Chief Compliance Officer of Maple Bank:
Lindsay Chase - Chief Compliance Officer
Maple Bank - Toronto Branch
TD Centre, Box 328
79 Wellington Street W, Suite 3500
Toronto, ON M5K 1K7
Tel: (416) 350-8273
Fax: (416) 350-8226
E-mail: lchase@maplebank.com
2. If the complaint is not resolved to your satisfaction, communicate with Maple Bank's internal Ombudsman:
Linda Lai, CFO Maple Bank - Toronto Branch
TD Centre, Box 328
79 Wellington Street W, Suite 3500
Toronto, ON M5K 1K7
Tel: (416) 350-8234
Fax: (416) 350-8226
E-mail: llai@maplebank.com
3. If you still aren't satisfied, contact our third party complaint handling party:
Ombudsman for Banking Services and Investments (OBSI)
P.O. Box 896 Station Adelaide
Toronto, ON M5C 2K3
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Toronto area telephone: (416) 287-2877
Toronto area fax: (416) 225-4722
E-mail: ombudsman@obsi.ca
Web site: http://www.obsi.ca
FCAC
The Financial Consumer Agency of Canada (“FCAC”) exists to enforce many of the federal laws that protect you, the consumer, in your dealings with financial institutions.
If you feel that your rights under federal consumer protection legislation have been violated, you may make a complaint to the FCAC. The FCAC ensures that federally regulated financial institutions comply with federal consumer protection laws and regulations, and it investigates any complaint that relates to a possible violation of these laws and regulations.
More information can be found on the FCAC and its role in consumer protection at www.fcac-acfc.gc.ca. The FCAC may be contacted as follows:
Telephone: 1-866-461-FCAC (3222) (English)
Telephone: 1-866-461-ACFC (2232) (French)
Fax: (613) 941-1436
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th floor
Ottawa, Ontario K1R 1B9
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