Complaint handling procedure

Our goal is to have satisfied members, clients and brokers and as a result customer feedback is important for us in order to keep developing our products and the services that we offer.

If you are or have in any way been dissatisfied with or have a complaint or an issue that you wish to report then we would like to hear from you.

Complaints relating to True Phantom Solutions Inc (TPS) insurance products will be handled in accordance with the TPS complaints procedure which is based upon Canadian guidelines.

In the event that you wish to register a complaint we will need you to supply us with the following information:

  1. Your name and contact details
  2. The Product name or service about which you are complaining
  3. Factual summary and details of issues causing dissatisfaction and leading to the complain

How to file a complaint:

E-mail: compliance@truephantom.com

Mailing address: 597 Ouellette Avenue, Windsor, Ontario N9A 4J3

Attn: Head of Compliance

Priority: a). Urgent b). Non-Urgent

A written confirmation will be sent within three working days for Urgent complaints and 7 working days for Non-Urgent complaints. The anticipated time of handling all complaints are 14 days or less. Investigation will be followed after the response.