The Financial Planning Division has a procedure for receiving and handling complaints from people dissatisfied with service, actions or lack of action by a Financial Planning business unit or staff member.

Submitted complaints are reviewed promptly and we make every effort to resolve them as quickly as possible. We monitor complaints and use them to assess and improve quality of service.

How to Submit a Complaint

Complaints may be made verbally or in writing.

We recommend you first speak directly with the service area where you have an issue, in person or by telephone. Most complaints are received this way and resolved promptly. If you are not satisfied with how your verbal complaint is handled you can submit a written complaint.

All written complaints are reviewed by Financial Planning management staff. The information will be treated as confidential to protect your privacy.

If you wish to submit a written complaint, you can use our complaint form to formally record and submit a complaint about service, actions, or lack of action.

Where to send your complaint

By telephone:

Call 416-392-8393 and ask to speak to the Financial Planning Complaint Officer.

By mail:

Financial Planning
Toronto City Hall, 100 Queen St. W.
6th floor, East Tower
Toronto, ON M5H 2N2
Attn: Financial Planning Complaint Officer

By fax:

Send a fax copy to 416-392-3649, addressed to the attention of the Financial Planning Complaint Officer.

Information links:

The personal information you choose to provide on this form is collected under the authority of the City of Toronto Act, 2006. The information you provide will be used to investigate the complaint and may be used for contact purposes.