COMPLAINT RESOLUTION

The Financial Services Commission of Ontario (FSCO) is responsible for overseeing the performance of the Ontario credit union and industry and compliance with the Credit Unions and Caisses Populaires Act,1994 (CUCP Act).

FSCO regulates certain activities of credit unions and caisses populaires, and monitors their conduct to safeguard members against misconduct that may result in a contravention of the CUCP Act. If your complaint relates to business activities or conduct of a credit union or caisse populaire, FSCO will ensure that the matter is dealt with professionally and promptly.

To file a complaint about a credit union that took place after September 30, 2009, please follow the steps below:

Step 1 – Contact the Credit Union or Caisse Populaire Officer Designated to Resolve Complaints to discuss your complaint. This is often the fastest way to resolve an issue.

Step 2 – If you are unable to resolve your complaint within a reasonable amount of time ask the credit union or caisse populaire for a written response.

Step 3 – If the complaint can not be resolved with the credit union, contact the Financial Service Commission of Ontario, directly if you believe there has been a contravention of the CUCP Act. Their website details the process to resolve a complaint.

Ombudsperson

If your complaint to the CEO/General Manager of your credit union does not resolve the issue, you can contact Central 1 who may be able to mediate with the credit union on your behalf. A member of our legal team fills the role of ombudsperson for Ontario credit unions and we can be reached via communications@central1.com.

Note: Since each credit union in Ontario operates as an independent organization, Central 1 does not have the power to reverse credit union decisions. However, Central 1 is able to look at the situation from the perspective of both sides and draw on the examples of other credit unions that have successfully resolved similar problems and will facilitate solutions wherever possible.