Our Service Commitment to You

We’re one of Canada’s oldest established no-fee deposit brokers – and still considered one of the best* and at the top of our game.

The Fiscal Agents head office is a full-service branch location and offers a multitude of investment services from Guaranteed Investment Certificates, Retirement Savings and Income accounts to Tax-Free Savings Accounts.

Interest rates play a major factor in these choices. That’s where Fiscal Agents comes in. We have developed a national rate-quotation service in conjunction with both national and regional financial institutions and are able to provide you with access to the best rates in the marketplace through our deposit placement desk. Beyond that, investors across Canada are able to monitor daily interest rate information at our media partner websites, as well as in such newspapers as the Toronto Star and the Financial/National Post (overall combined readership reaching approximately 25 million each month.)

As a Fiscal Agents client, you should expect nothing less than the best possible service every time you deal with us, whether by phone, email, letter or visiting our office.

Our aim since 1977 has been to build a long-term relationship with you. The Cornerstone of this relationship is our service and our commitment to anticipate and meet your expectations. Everyone at Fiscal Agents is accountable to you – from your personal Fiscal Agents investment advisor to our president, everyone at Fiscal Agents takes our service commitment to you seriously.

An important part of the Fiscal Agents Service Commitment is your right to privacy. Even as we expand our products and services and further develop the technology we use to provide them, keeping your information and affairs confidential is fundamental to the way we do business. The same is said of our financial institution partners. Read about our privacy policy here.

Our process for resolving your concerns or complaints

Step 1: Talk to us

In most cases, a complaint or an issue is resolved simply by telling us about it. You should be able to get swift results by talking to a Fiscal Agents investment advisor.

Step 2: Customer care

If you are uncomfortable discussing the issue with a Fiscal Agents investment advisor (either because of the nature of the problem, or because that advisor wasn’t able to resolve the problem to your satisfaction), you can contact the branch manager or the president. In most cases you’ll receive a resolution to your concerns within four business days. Please be sure to include the following information when you contact either person: your name, address, phone number, where you’d like to be reached, the nature of your concern, and the employees you’ve already contacted about it.

Step 3: Talking directly to the issuer

If your complaint falls beyond our capabilities as the broker and you feel that the advisor or our senior personnel weren’t able to resolve the problem to your satisfaction, the issuer is your next resort. We’d be happy to provide their contact information, and if you desire we can introduce you to them. Each of our partner financial institutions has established their own customer care procedures similar in process to ours, as outlined above.

Step 4: The Ombudsman

If the concern needs further investigation and it’s believed the resolution can be found directly at the financial institution, we’ll assist you with those next steps. All financial institutions have complaint departments and a senior staff member elected as an Ombudsman, whose responsibilities include reviewing disputes with objectivity and impartiality.

Further Options

If you’re not satisfied with the results of these findings, you can also contact the Ombudsman for Banking Services & Investments (OBSI). This agency is independent of the issuer, and has a mandate to review your complaint when you can’t accept the decision of the financial institution.

How to reach the OBSI

Phone: 888-451-4519 or 416 287-2877

Fax: 888-422-2865
Email: ombudsman@obsi.ca
Website: www.obsi.ca

Mail:
Ombudsman for Banking Services & Investments
401 Bay Street, Suite 1505
P.O. Box 5

Toronto, ON M5H 2Y4

The Privacy Commissioner of Canada

If your concern involves a matter of privacy, you may contact the Office of the Privacy Commissioner of Canada.

Phone: 800-282-1376 or 819-994-5444
Website: www.priv.gc.ca

Credit Union deposit protection

Credit Union deposit insurance is operated in each individual province.

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions that are subject to federal consumer protection laws.

The FCAC also helps educate consumers and monitors industry codes of conduct and public commitments designed to protect the interest of consumers. Federal consumer protection laws affect you in a number of ways. For example, the financial institutions must provide you with information about their fees, interest rates and complaint-handling procedures.

The FCAC will determine whether the financial institution is complying with industry codes. It will not resolve individual consumer complaints. Provincially regulated institutions are the responsibility of the province in which they operate.

How to reach the FCAC

Phone: 866-416-3222
Website: www.canada.ca/en/financial-consumer-agency.html

Mail:
Financial Consumer Agency of Canada
427 Laurier Ave. West, 6th Floor
Ottawa, ON K1R 1B9

Canada Deposit Insurance Corporation

CDIC provides deposit protection for banks and trust companies. To learn how much of your savings are protected by CDIC, visit www.CDIC.ca.

How to contact Fiscal Agents

For more information about the Fiscal Agents service commitment, contact our office.

Fiscal Agents is a member of the Registered Deposit Brokers Association.