{"id":17698,"date":"2024-08-05T15:07:22","date_gmt":"2024-08-05T14:07:22","guid":{"rendered":"https:\/\/finseta.com\/complaints\/"},"modified":"2024-10-29T09:30:31","modified_gmt":"2024-10-29T09:30:31","slug":"complaints","status":"publish","type":"page","link":"https:\/\/finseta.com\/ca-en\/legal\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"17698\" class=\"elementor elementor-17698 elementor-16\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-69c8cda6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"69c8cda6\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6affcf8d\" data-id=\"6affcf8d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7d225e2d elementor-widget elementor-widget-heading\" data-id=\"7d225e2d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints Handling Procedure - Canada<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e598d1d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e598d1d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-99e201a\" data-id=\"99e201a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6ba5be2 elementor-widget elementor-widget-text-editor\" data-id=\"6ba5be2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">We try to do whatever we can to make sure you enjoy our services without any issues. But, sometimes we can get something wrong. In this case we want to make it right, and ensure we learn from any mistakes. We take all complaints seriously and will ensure you are treated fairly and your complaint is dealt with as soon as possible.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-23f52da elementor-widget elementor-widget-heading\" data-id=\"23f52da\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Making a complaint<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5fd6970 elementor-widget elementor-widget-text-editor\" data-id=\"5fd6970\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Finseta has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person.<\/span><\/p><p><span style=\"font-weight: 400;\">If you feel dissatisfied with any aspect of our service, then in the first instance please contact your account manager via e-mail or telephone.<\/span><\/p><p>To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:<\/p><ul><li>Your name, address and user name<\/li><li>A clear description of your concern or complaint<\/li><li>Details of what you would like us to do to put it right<\/li><li>Copies of any relevant documents (if applicable)<\/li><li>A daytime telephone number where we can contact you.<\/li><\/ul><div>\u00a0<\/div><p><strong>The first step is for us to be clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.<\/strong><\/p><p><span style=\"font-weight: 400;\">We will try to resolve your complaint immediately and with minimum inconvenience to you. However, sometimes we will not be able to solve the problem for you immediately.<\/span><\/p><p><strong>If we are unable to resolve your complaint within three (3) business days or if you are not happy with the response from your account manager, you may ask the account manager to escalate it to the Compliance Department or directly contact the Compliance Department at<\/strong> <a href=\"mailto:compliance@finseta.com\">compliance@finseta.com<\/a>.<\/p><p><span style=\"font-weight: 400;\">As part of investigating your complaint, Finseta will:<\/span><\/p><ul><li>Send an acknowledgement of your complaint in writing within 2 business days.<\/li><li>Confirm who will handle your complaint, and how you can contact them.<\/li><li>If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.<\/li><\/ul><div>\u00a0<\/div><p><span style=\"font-weight: 400;\">In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 30 calendar days in exceptional circumstances.<\/span><\/p><p><strong>If we are unable to provide you with a final response within 15 business days we will provide you:<\/strong><\/p><ul><li>An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.<\/li><\/ul><div>\u00a0<\/div><p><strong>In our final response we will include:<\/strong><\/p><ul><li>A summary of your complaint<\/li><li>A summary of the outcome of our investigation<\/li><li>Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld<\/li><li>Details of any offer to settle the complaint and how long this offer will remain open<\/li><li>If you are an eligible client, you may be able to refer the matter to the Consumer Protection Ontario (CPO) body..<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9a4669b elementor-widget elementor-widget-heading\" data-id=\"9a4669b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Consumer Protection Ontario (CPO)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e98bd6 elementor-widget elementor-widget-text-editor\" data-id=\"4e98bd6\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>If you have lodged a complaint and are not entirely satisfied with the solution by Finseta, you can contact the Consumer Protection Ontario (CPO) body at:\u00a0<\/p><p><strong><span style=\"color: var( --e-global-color-text ); font-size: 1rem;\">Website: <a href=\"https:\/\/www.ontario.ca\/page\/consumer-protection-ontario\" rel=\"nofollow\">https:\/\/www.ontario.ca\/page\/consumer-protection-ontario<\/a><\/span><\/strong><\/p><p>If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:<\/p><ul><li>An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.<\/li><li>If you are an eligible client, a notification of your right to refer the matter to a Data Supervisory Authority.<\/li><\/ul><p>For the purpose of our processing the Lead Supervisory Authority is:<\/p><p style=\"padding-left: 40px;\"><strong>Information and Privacy Commissioner of Ontario<\/strong><\/p><p style=\"padding-left: 40px;\"><strong>2 Bloor Street East, Suite 1400<\/strong><\/p><p style=\"padding-left: 40px;\"><strong>Toronto, Ontario M4W 1A8<\/strong><\/p><p style=\"padding-left: 40px;\"><strong>Website: <a href=\"http:\/\/www.priv.gc.ca\" rel=\"nofollow\">http:\/\/www.priv.gc.ca<\/a><\/strong><\/p><p style=\"padding-left: 40px;\"><strong>Toll-free: 1-800-282-1376<\/strong><\/p><p>We value your feedback. Help us get it right every time, for every client.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-81818ca elementor-widget elementor-widget-spacer\" data-id=\"81818ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Handling Procedure &#8211; Canada We try to do whatever we can to make sure you enjoy our services without any issues. But, sometimes we can get something wrong. In this case we want to make it right, and ensure we learn from any mistakes. 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