RESOLVING YOUR COMPLAINT
We aim to provide excellent customer service and maintain your confidence and satisfaction. If you have a complaint about a product or service offered or sold by Fillip Fleet (“Fillip”) or Digital Commerce Bank ("DCBank"), we want to address it in the most efficient and professional manner possible. Here's a quick and easy step-by-step reference to ensure your concern receives the attention it deserves.
STEP 1: Start at the Source
If a problem occurs, it is generally easier to check the facts and come to a resolution at the point where the problem originated. Fillip‘s customer support team is available for you 24 hours a day at 1-844-434-5547 or by email at support@fillipfleet.com.
Fillip Fleet Inc.
Email: support@fillipfleet.com
Phone: 1-844-434-5547
If your complaint is about the privacy of your personal information you may contact Fillip’s Chief Compliance Officer:
Fillip Fleet Inc.
Attn: Chief Compliance Officer
215 10 Ave SW #300
Calgary, Alberta
T2R 0E5
Email: privacy@fillipfleet.com
Phone: 1-844-434-5547
STEP 2: Escalate the Complaint
If your problem is not resolved to your satisfaction with your first contact, we encourage you to escalate your complaint by telephone, mail, fax or email to the DCBank Client Care Centre Manager.
DCBank's call center is available for you 24 hours a day at 1-844-836-6040 or by email at customersupport@dcbank.ca.
Digital Commerce Bank
Attn: Client Care Centre Manager
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Email: complaints@dcbank.ca
Phone: 1-844-836-6040
Fax: 1-855-852-0391
If your complaint is about the privacy of your personal information you may contact DCBank’s Chief Privacy Officer:
Digital Commerce Bank
Attn: Chief Privacy Officer
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Email: privacy@dcbank.ca
Phone: 1-844-836-6040
Once we receive your complaint, we will do our best to resolve the issue quickly. When contacting us, please include a telephone number and email address where you can be reached.
STEP 3: Appeal to the Complaints Appeal Officer
You may appeal your complaint by contacting the DCBank Complaints Appeal Officer in writing if you are unsatisfied with the resolution provided by the DCBank Client Care Centre Manager. Please explain why the problem has not been adequately resolved to your satisfaction.
Digital Commerce Bank
Attn: Complaints Appeal Officer
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Email: appeals@dcbank.ca
STEP 4: Additional Consumer Resources External to DCBank
Ombudsman for Banking Services and Investments (OBSI) is DCBank's external complaints body. OBSI is independent from DCBank and can provide you with information and further review of your complaint if you are still unsatisfied or if your complaint has not been resolved or closed within 56 days from the day the complaint was made.
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400 P.O. Box 8
Toronto, Ontario
M5H 3R3
Toll-free: 1-888-451-4519
Fax: 1-888-422-2865
TTY Telephone: 1-844-358-3442
Website: https://www.obsi.ca
Email: ombudsman@obsi.ca
Contacting the Financial Consumer Agency of Canada ("FCAC")
The FCAC supervises all federally regulated financial institutions to ensure that they comply with federal consumer protection provisions. It also educates consumers and monitors industry codes of conduct and public commitments designed to protect consumer interests.
These consumer protection provisions cover a variety of operating practices that directly affect clients. For example, financial institutions are required by law to provide consumers with information about their fees and complaint-handling procedures.
Specific complaints made in writing will be assessed by the FCAC on a case-by-case basis to determine whether a federal consumer protection issue exists, and if so, what necessary action should be taken.
Regulatory complaints should be submitted in writing:
Financial Consumer Agency of Canada
427 Laurier Avenue West
Ottawa, Ontario
K1R 1B9
Phone: 1-866-461-3222 (English)
Phone: 1-866-461-2232 (French)
Website: www.fcac-acfc.gc.ca
The FCAC's website provides a complete listing of federal consumer protection laws.
Contacting the Office of the Privacy Commissioner of Canada
If your complaint relates to a privacy-related matter, you may contact: The Office of the Privacy Commissioner of Canada at 1-800-282-1376 or www.priv.gc.ca.
FEEDBACK: Tell Us How We Did
We encourage you to give us feedback about your experience dealing with your complaint by telephone, mail, fax or email to the Client Care Centre Manager.
Digital Commerce Bank
Attn: Client Care Centre Manager
736 Meridian Road NE
Calgary, Alberta
T2A 2N7
Email: complaints@dcbank.ca
Phone: 1-844-836-6040
Fax: 1-855-852-0391