Manulife Bank Public Accountability Statement Public Commitments Corporate Giving and Our Corporate Structure to complaints promptly, accurately and with • Canadian Bankers Association: Social Responsibility Manulife Bank of Canada (MBC or Manulife the utmost courtesy. The Manulife Bank Commitment to Provide Bank) is a Schedule I federally chartered Client Dispute Resolution Office provides Information on Mortgage Manulife Bank shares Manulife’s bank and a wholly owned subsidiary of The our customers with accessible means with Security (2014) commitment to volunteerism, Manufacturers Life Insurance Company, which to communicate any complaints, and community development and corporate which is a wholly owned subsidiary of we employ our best effort to respond to and • Canadian Bankers Association: giving as described in Manulife’s 2022 Manulife Financial Corporation. Manulife resolve them. All complaints and personal Commitment on Powers of Attorney Public Accountability Statement, Trust Company (Manulife Trust), a information collected by the Manulife Bank and Joint Deposit Accounts (2014) and its data is fully integrated into subsidiary of Manulife Bank, is a federally Client Dispute Resolution Office, whether • Canadian Bankers Association: the information provided for those incorporated trust company licensed to written or verbal, are handled in a fair, timely, Commitment on Modification or initiatives. Manulife Bank employees operate as a trust company in Canada. professional and confidential manner. Replacement of Existing Products are frequent and strong supporters of Manulife’s philanthropic initiatives. In 2022, the Manulife Bank Client Dispute or Services (2012) Manulife Trust Company Resolution Office (CDRO) received a total • Canadian Bankers Association: In 2022, Manulife Bank offered a relief of 26 complaints. Of those, 10 were not Guidelines for Transfers of program for customers impacted by Manulife Trust leverages the brand, escalated through our standard complaint Registered Plans Hurricane Fiona in Atlantic Canada. technology, operational and customer handling process and were directed back to This program allowed impacted service platforms and processes, products, the appropriate business areas for resolution. • Canadian Bankers Association: customers to defer loan payments distribution network and management Of the remaining 3 were escalations made Online Payments and access locked-in money. expertise of Manulife Bank. by clients from the external complaints body, • Plain Language Mortgage Manulife Trust offers simple deposit The Ombudsman for Banking Services and Documents CBA Commitment products that are available through Investments (OBSI). 13 complaints were investment dealers, as well as fixed-term handled by the CDRO with only one case still residential mortgages, available through being investigated and not yet resolved by Manulife Bank’s nationwide network of December 31, 2022. The average time taken retail lending specialists. Data provided for to resolve these complaints was 31 days. ® By working together with Bullfrog Power , Manulife Bank includes Manulife Trust data. 7 of these complaints were received after every Manulife Bank ATM is powered with June 30, 2022, date at which the new FCAC 100 per cent green energy. Complaint Handling framework came into effect. The prescribed period for dealing with a complaint is now 56 At Manulife Bank and its subsidiary Manulife days after the day on which the complaint is Trust, we place a high value on complaint received. The 6 closed complaints took 52 resolution and are committed to responding days on average to be closed. 2022 Public Accountability Statement 20