GPC Financial Corporation (GPCFC): Customer Complaints Resolution Procedures

Introduction

GPC Financial Corporation (GPCFC), as a Federally Regulated Financial Institution (FRFI), is required to have a complaint handling process in place for dealing with complaints made by customers. GPCFC is also subject to the Compliance Framework of the Financial Consumer Agency of Canada (FCAC), a federal regulatory agency established by the Financial Consumer Agency of Canada Act.

Customer complaints reflect the customer's dissatisfaction with the services and/or products provided by GPCFC. Complaints may include but are not limited to the following:

  • Complaints regarding the functionality of GPCFC's products or services
  • Complaints regarding the fees associated with GPCFC's products or services
  • Complaints regarding GPCFC's internal business policies or guidelines
  • Complaints regarding the operation of GPCFC's systems
  • Complaints regarding errors occurring in the course of business
  • Complaints regarding a failure by GPCFC to meet legal obligations as a FRFI or
  • Complaints regarding issues of service commitment, service environment and/or service efficiency

FRFIs have certain legal obligations to customers, and FCAC is responsible for investigating complaints that relate to a possible violation of these legal obligations.

Complaints that do not relate to a legal obligation of an FRFI are not investigated by FCAC. However, such complaints are still governed by GPCFC's complaint handling process and GPCFC has internal procedures for investigating and handling such complaints. The followings are examples of complaints that do not relate to GPCFC's legal obligations:

  • pricing of products (e.g., service fees, chargers for terminal rentals)
  • quality of services received>
  • loan and credit granting policies
  • billing errors and
  • other general service issues

Complaints Handling Process

The objective of GPCFC's complaint handling process is the satisfactory resolution of the complaint as perceived by the customer. To this end, the following mechanisms and escalation options are available to the customer:

Level One

  • Customers can contact the Call Centre at 1-800-263-2970 / 1-888-876-3848 and speak to a Customer Service Representative.
  • Customers can contact their Sales Representative directly via e-mail and/or via regular mail or overnight courier.
  • If the complaint is related to privacy issues, customers can send their concerns to the following address:
    Privacy Office of GPCFC
    P.O. Box 4010, Station B
    Etobicoke, ON M9W 7H8
    Canada
    Email: [email protected]

Level Two

  • Customers can bring their concerns to the Director of Customer Service if Level One handling process wasn't considered satisfactory. Customers can contact the Call Centre at 1-800-263-2970 / 1-866-876-3848 in this regard and/or submit their concerns in writing.

Level Three

  • Customers can bring their concerns to the Ombudsman of GPCFC if both Level One and Level Two handling processes weren't considered satisfactory. Ombudsman for GPC Financial Corporation
    Kate Novitzky, Chief Legal Officer
    3550 Lenox Road, Suite 3000
    Atlanta, Georgia 30326 USA
    Telephone: 770-829-8239
    Fax: 770-829-8265
    Email: [email protected]

Third Party Complaint Handling Process For GPCFC

Copy this content and replace the entire section titled “Third Party Complaint Handling Process For GPCFC” Third Party Complaint Handling Process For GPCFC In addition to GPCFC's service commitment to its customers, there are a number of external agencies that ensure GPCFC's compliance with applicable legislations and guidelines. They are as follows:

  • Ombudsman for Banking Services and Investments (OBSI)
    Customers can contact the OBSI, an independent ombudsman appointed to serve the interests of customers of FRFIs, if they are not fully satisfied with the actions taken by GPCFC. While it is anticipated that the complaint would be resolved by GPCFC within 90 days, customers may refer their complaint to OBSI if no resolution have been provided within that time. OBSI can be contacted at:

    Ombudsman for Banking Services and Investments (OBSI)
    20 Queen Street West, Suite 2400
    P.O. Box 8
    Toronto, Ontario M5H 3R3
    Telephone: 1-888-451-4519
    Fax: 1-888-422-2865
    Email: [email protected]
    Website: www.obsi.ca

  • Financial Consumer Agency of Canada (FCAC)
    The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.

    Financial institutions are legally required to have a complaint-handling process in place.

    If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

    If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: [insert the name of the external complaint body, and link or refer to information on the external complaints body, as set out in online and print complaint-handling information for customers].

    If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

    Web site: www.canada.ca/fcac
    Online form:
    https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
    Phone:
    For service in English: 1-866-461-FCAC (3222)
    For service in French: 1-866-461-ACFC (2232)
    For calls from outside Canada: 613-960-4666
    Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
    Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
    Mailing address:
    Financial Consumer Agency of Canada
    427 Laurier Avenue West, 5th Floor, Ottawa ON K1R 7Y2

  • The Privacy Commissioner of Canada
    If the complaint is related to privacy issues, the customer can choose to contact The Office of the Privacy Commission of Canada.

    The Privacy Commissioner of Canada
    Telephone: 613-995-8210 or 1-800-282-1376
    Fax: 613-947-6850
    Website: www.priv.gc.ca/en/

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