- Complaints Handling
What follows below sets out the procedures that apply to FNF Canada Company (“FNF”).
FNF senior management supports the procedures set forth in these procedures. FNF senior management will:
- designate the Complaints Officer;
- provide support necessary to ensure that the Complaints Officer is capable to manage the role and has the necessary authority to resolve or recommend resolutions to complaints where possible; and
- endorse measures to support broad company wide awareness so that employees are familiar with these procedures.
FNF is committed to dealing with and resolving complaints in a timely manner. The Complaints Handling Procedures are set forth below. FNF is expected to inform complainants about these procedures, to keep complainants current about the status of their complaints at specific points during the complaint-handling process and to identify and highlight circumstances in which an extension of the timeline may be warranted.
- What constitutes a complaint?
For the purpose of these procedures, a complaint is the expression of at least one of the following three (3) elements by a customer or other person or entity external to FNF:
- A reproach against FNF;
- The identification of real or potential harm that a complainant has sustained or may sustain; or
- A request for remedial action.
Informal steps to correct a specific problem will not be considered as a complaint, provided the problem is resolved as part of FNF’s normal business activities and the consumer has not registered a formal complaint.
- Complaints Handling Procedures:
- A party may make a complaint in writing, in person, by email or by telephone. The party making the complaint (the “complainant”) shall first contact the person with whom they had the interaction that gave rise to the complaint. It is suggested that as much information as possible be supplied, including supporting documentation. If FNF does not have all of the necessary information that it needs then this will impact the complaint process. At each step, the FNF employee will acknowledge receipt of the complaint.
- If the complaint remains unresolved, the person contacted in the first bullet above shall inform their immediate manager (the “Manager”). The Manager shall attempt to resolve the complaint.
- If the complaint remains unresolved, the Manager shall offer to escalate the matter to the Complaints Officer. Alternatively, the complainant may contact the Complaints Officer directly (contact information in section 4 below). The role of the Complaints Officer is also set forth below.
- The Complaints Officer shall create a separate file for each The file must:
- Within ten (10) days of escalation to the Complaints Officer contain the written complaint and its three elements (the reproach against the registrant, the real or potential harm and the requested remedial action);
- Contain the outcome of the complaint examination process (the analysis and supporting documents) at the prior levels of complaint handling; and
- Within ninety (90) days or less when possible, following receipt of all of the applicable information and documentation relevant, provide the final written response which includes, at a minimum:
- FNF’s final decision/offer in response to the complaint, including appropriate details and explanations regarding how the final decision was reached.
- Role of Complaints Officer and Contact
The role of the Complaints Officer is to provide a forum for our customers and other parties to voice concerns following interactions with our employees as part of the products and services we provide.
The Complaints Officer will assess the circumstances giving rise to the complaint, including the involvement/impact or otherwise of other parties, ensuring the party lodging the complaint has been given every opportunity to be fully and fairly heard. Ultimately the Complaints Officer will provide a written response setting out their findings which could also include referring the matter back (with recommendations if they so choose) to either the first FNF employee that had an interaction with the complainant or to that employees Manager.
Contact Details:
Complaints Officer
Mark Page
100-55 Superior Blvd
Mississauga, Ontario
L5T 2X9
mark.page@ctt.com
tel: 1-877-526-3232
fax: 1-888-816-2247