EFFECTIVE AS OF SEPTEMBER 20, 2018
At Olympia Trust Company (“Olympia”), we understand that as a customer you expect your requests to be handled in a prompt and fair manner. We have adopted this Customer Dispute Resolution Policy in order to better serve our customers.
Every customer concern that Olympia receives undergoes a careful examination in order to ensure that it is resolved in a prompt and fair manner. Here is an overview of the steps involved:
First: If you have a concern about one of our products or services, you should start by expressing your concern to the individual you normally deal with at Olympia.
Second: If you are not satisfied with the response provided to you by the individual you normally deal with at Olympia, please request to have your concern reviewed by the individual’s supervisor. A manager or vice-president will then contact you to discuss your concern and how it may be resolved.
Third: If after the first and second steps have been completed your concern has not been resolved to your satisfaction, Olympia invites you to submit your concern inwriting to Olympia’s Dispute Resolution Officer. To do so, in writing, please explain the nature of your concern and how you would like to see your concern resolved and submit your concern to the Dispute Resolution Officer by email, mail or courier at:
Olympia Trust Company
2300, 125 – 9 Avenue S.E.
Attention: Dispute Resolution Officer
The role of Olympia’s Dispute Resolution Officer is to act independently and to objectively investigate your concern and explore all options that could reasonably lead to a resolution of your concern.
Upon receiving your written concern, Olympia’s Dispute Resolution Officer will send you an acknowledgement of receipt and will then use commercially reasonable efforts to address your concern within 30 calendar days of receipt of all of the necessary documents or information required to evaluate your concern.
If, upon completing our evaluation, the Dispute Resolution Officer determines that the response that has been already communicated to you is satisfactory, an explanation of the decision-making process and reasons for the decision will be provided to you in writing. If the Dispute Resolution Officer determines a different response is appropriate, such response will be communicated to you in writing along with a description of the process followed to arrive at this decision and the reasons for the final decision.
In either case, you will be notified in writing of the final decision made by the Dispute Resolution Officer.
This policy will be reviewed at least annually by the Corporate Governance Committee, to ensure that it remains consistent with regulatory requirements, and the overall goals and objectives of Olympia. The Policy may only be changed by the written action and approval of Olympia’s Board of Directors.