Serving You Better

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. If you are not satisfied with the response provided to you by your representative, please request to have your concern reviewed by the Complaints Officer for the respective business unit.

Each Division is supported by a Complaints Officer with the authority, competence and decision-making authority to resolve most concerns. The Complaints Officer will contact you to discuss your concern and how it may be resolved. Complaint Officers strive to resolve concerns within 14 calendar days (2 weeks) from the date on which the complaint was first communicated to Olympia. If they are unable to resolve your concern within 14 calendar days, they will escalate the complaint to a Dispute Resolution Officer.

Dispute Resolution Officer (DRO):  You may also submit your concern in writing using the complaint form [English - PDF] / [French - PDF] available on our website, directly to the DRO. Please explain the nature of your concern and how you would like it to be resolved. You can submit your written concern to the DRO via email, mail, or courier at:

Attention: Dispute Resolution Officer
Olympia Trust Company
4000, 520 – 3rd Ave SW
Calgary, AB
T2P 0R3
E-mail: resolutionofficer@olympiafinancial.com

The role of Olympia’s DRO is to act independently and objectively, ensuring the interests of the complainant are considered. The DRO will investigate your concern thoroughly and explore all reasonable options for resolution. The complaint process will be straightforward and free of charge.

Upon receiving your written concern, Olympia’s DRO will send you an acknowledgement of receipt within 5 business days, including information about the complaint process and your rights. The DRO will then use commercially reasonable efforts to address your concern within 42 calendar days (6 weeks) of receipt of all of the necessary documents or information required to evaluate your concern. The DRO will update you in a timely manner, on the status of your complaint.

If, upon completing our evaluation, the DRO 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 DRO 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 DRO. The final decision will include a summary of the complaint, the outcome of the investigation, and any proposed resolution. No conditions will be attached to an offer to resolve the complaint, that prevent you from exercising your rights or communicating with regulatory authorities.

If you are not satisfied with the final decision made by the DRO, you have the right to request that your complaint record be examined by the Autorité des Marchés Financiers (AMF), if you are a resident of Quebec. To do so, please complete and send this transfer form to the DRO. A copy of your complaint file will be forwarded to the AMF.

All complaints will be entered into a complaints register and a detailed record of each complaint, including all related documents and communications, will be maintained.