Our complaints handling process
At FCT, our goal is to exceed the expectations of our customers. We appreciate your business and are dedicated to building long and satisfying relationships with you. When you have concerns about your interactions with a FCT employee or service, we encourage you to let us know.
Our complaints handling process is our way of ensuring that we live up to our promise of exceeding your expectations and that we find a way to ensure you are satisfied with the service we provide.
Step 1
Contact us.
If you have a problem or concern, we want to hear from you in the way that is most convenient for you. You can reach the representative you were dealing with by phone at the number you originally used to make contact. If you prefer to contact the representative in writing, you have the following options:
Mail:
FCT
c/o (Name of the FCT representative)
2235 Sheridan Garden Dr.
Oakville, ON
L6J 7Y5
Fax: 1.888-560.2844 or 905.287.2400 c/o (Name of the FCT representative)
Email: customerservice@firstcdn.com c/o (Name of the FCT representative)
Please include your full name, address and telephone number on your correspondence along with the name of the representative you were dealing with.
We will work hard to resolve your problem to your satisfaction in Step 1. If you are not satisfied with the solution that we provide, the representative will inform the Manager who will then become involved in the resolution of your problem or concern.
Step 2
Escalation to a Complaints Handling Representative
If you are not satisfied with the solution you receive from the Manager in Step 1, the Manager will offer to escalate your problem - communicating all relevant details on your behalf - to the Complaints Handling Representative. Alternatively, if you prefer to escalate the problem yourself, the Complaints Handling Representative can be reached as follows:
Complaints Handling Representative
c/o Mark Page
2235 Sheridan Garden Dr.
Oakville ON
L6J 7Y5
Phone - 1.800.307.0370 or 905.287.1000
Fax - 1.888-560.2844 or 905.287.2400
Email - mpage@firstcdn.com
Step 3
Contact the General Insurance Ombudsman
If your problem or concern remains unresolved after you have followed Steps 1 and 2, you may contact the General Insurance Ombudsman. The General Insurance OmbudService (GIO) is an independent dispute resolution service dedicated to resolving disputes fairly and professionally. You may contact the General Insurance Ombudsman by:
Phone - 1.877.225.0446
Website: http://www.giocanada.org
Our Compliment Handling Process
Positive feedback is very important to us - it tells us that we're exceeding your expectations, and it reinforces our commitment to providing quality service. If you have a particularly positive experience with a FCT employee, we'd like to hear about it and share your appreciation with the employee responsible.
The most direct way of recognizing the efforts of a FCT employee is by phone. Alternatively, you can send a letter, e-mail or fax to their manager or supervisor with your comments.
If your experience involves other departments where you are unable to identify the contact, you may also direct your compliment to:
FCT
c/o Diane Jacobs
2235 Sheridan Garden Dr.
Oakville, ON
L6J 7Y5
Fax: 1.888-560.2844 or 905.287.2400
Email: customerservice@firstcdn.com
Please include your full name, address and telephone number on your correspondence along with the representative you were dealing with.
We will make every effort to ensure the individual you want to commend receives your recognition.
