Have a concern or complaint?
Let’s resolve it together
At FCT, we’re invested in providing you with the best possible experience. If you have any concerns or complaints about the service you received from us, we would love the opportunity to make it right for you.
We’re committed to dealing with and resolving complaints in a timely manner. To ensure a smooth process, we have created a simple 3-step process for submitting complaints.
Step 1: Share your concern
The best way to begin is to address your complaint directly with the person with whom you interacted. You can make a complaint in writing, in person, by email or by telephone. At this time, it is important to provide as much information as possible, including supporting documentation. At each step, the FCT employee will acknowledge receipt of the complaint.
Step 2: Escalate your concern
If you are not satisfied with the resolution presented in Step 1, it will be escalated to the FCT representatives’ manager to help address your concern.
Step 3: Contact the Complaints Officer
If the complaint remains unresolved after Step 2, the manager can escalate the concern to the Complaints Officer on your behalf or you can contact the Complaints Officer directly.
Jane Percival, Complaints Officer
Tel: 905.287.1000 / Fax: 905.287.2400
2235 Sheridan Garden Drive
Oakville, Ontario, L6J 7Y5
For additional resources and details about our complaints handling process, read our Complaints Handling Procedures.