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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 and that an equitable examination of your complaint is handled through our internal complaint process.

Notice: For our customers that reside within Quebec, please note important information located at the bottom of this policy as it regards rights to have your complaint matter transferred to the Autorité des marchés financiers (the “AMF”) in the event that you remain dissatisfied after having received a final position letter at the completion of the complaints process or if you are dissatisfied with the examination process. Stewart Title would also note that Quebec residents may also use the services of the General Insurance Ombudservice after receiving a final position letter from Stewart Title.

What is a valid complaint?

For the purpose of this policy a complaint is the expression of at least one of the following elements:

- a reproach against Stewart Title;

- the identification of a real or potential harm that a consumer has sustained or may sustain; or

- a request for a remedial action.

Filing of a complaint

Please contact the Complaint Officer, Derek C. De Wolde, as follows if you want to file a complaint with Stewart Title:

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

Derek C. de Wolde

Complaints 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 Complaints Officer, will acknowledge your complaint within 3 business days and in some cases, may need to direct your concern to the appropriate Manager for investigation and response.

B)  The Complaint Officer will open and keep a register including the details of your complaint and the relevant facts related thereto, the examination process and our decision.

C)  Your complaint will be reviewed by Stewart Titles by a Complaints Committee which consists of members of our senior management team.

D)  Within 30 days of receiving your inquiry and all additional information necessary for the examination 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.

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

F)  To ensure that our internal process had been followed, the Complaints 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

Website:

https://www.giocanada.org/

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, 6thFloor

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.priv.gc.ca

Autorité des marchés financiers (AMF)

As noted above, for all Quebec related complaints, the complainant may ask for the transfer of your insured’s file to the AMF if you remain dissatisfied with the ultimate resolution of the complaint or with the examination process. When submitting the complaint, the complainant can complete the Complaint or Allegation Reporting Form available on the AMF website ( http://www.lautorite.qc.ca/files/pdf/formulaires-conso/form-plainte-en.pdf ) or may simply write to Stewart Title. If the complainant wishes to transfer the complaint to the AMF after Stewart’s internal review process or at any time during the examination of your complaint, the complainant should complete the form designated “Request the Transfer of a File form” available on the Website of the AMF or make the request in any other manner.

For additional assistance from the AMF, complainants can go to the following:

Website:

www.lautorite.qc.ca

Telephone:

1-877-525-0337

Fax:

1-877-285-4378

 

 

 
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