Resolving An Issue

If you have a concern, issue or complaint about your credit union, follow these steps to seek resolution:

Start by addressing your concern directly with your branch representative.
If you are unsatisfied with their response, you can ask to speak to a supervisor, manager or employee responsible for handling complaints. If you’re unsure who to contact, inquire about your credit union’s complaints resolution process. This process may be detailed on your credit union’s website.
If you are still unsatisfied after dealing with your credit union or have not received a final response within 90 days, you may choose to involve the Ombudsman for Banking Services and Investments (OBSI). OBSI is an independent, national organization that investigates customer complaints regarding financial service providers, including credit unions that are members of OBSI. Note: You have 180 days after receiving your credit union’s final response to bring your complaint to OBSI.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Toll-Free Phone: 1-888-451-4519
Email: ombudsman@obsi.ca
Website: www.obsi.ca