Compliments and Concerns

When you are a Member of FirstOntario Credit Union, you are an owner with a voice. Your feedback is important as it provides us with insight and perspective for continuous improvement and enables us to address your concerns so that we can ensure your experience is the best it can be. Whether you have words of praise, encouragement or suggestions on how we can improve, we would like to hear from you.

Compliment Procedure

Please tell us about the exceptional service you received:

Mail: FirstOntario Credit Union
970 South Service Road, Suite 301
Stoney Creek, ON
L8E 6A2

Phone: 1-800-616-8878

Please be sure to provide the name(s) of the staff involved so we can be certain to give proper recognition. Thank you!

Concerns Procedure

We take concerns or complaints very seriously at FirstOntario and by solving your concern or complaint, we will have ultimately improved our service to all members.

With this in mind, we commit to responding to you within two business days with the following information:

  • Acknowledge we have received your concern or complaint
  • Where possible, immediately resolve the problem
  • If further action is required on our part, we will advise you how it is being handled and when you can expect to hear from us
  • Where the action we need to take is more complex, or will take longer to resolve, we will keep you informed throughout the process.

If you have a concern or complaint of any sort, we encourage you to contact us. To make the process easier for you, we have outlined the steps below that will ensure a smooth resolution.

Step 1:

In advance, please have all the information accessible related to your concern or complaint such as:

  • Member identification information
  • Date(s) of occurrence
  • Supporting documents, if any
  • The name(s) of staff involved
  • Your preferred method of reply: mail, e-mail or phone (if phone, when is the best time to call)

Step 2:

Please contact your branch manager or the Member Solutions Centre first at 1-800-616-8878 and outline your concern or complaint. Our staff will do their best to resolve your concern to your satisfaction. FirstOntario is here to help.

Step 3:

If the Member Solutions Centre or the branch manager was unable to provide a resolution, you may wish to escalate your concern to the Regional Leader, Member Experience responsible for the branch:

Halton Region

Hamilton Region

Niagara Region

Haldimand/Norfolk/Oxford County/Brantford

Step 4:

If the Regional Leader, Member Experience was unable to provide a resolution, you may wish to escalate your concern to:

Randy Murray

AVP, Member Experience

Mail: FirstOntario Credit Union
970 South Service Road, Suite 301
Stoney Creek, ON
L8E 6A2
Phone: 905-387-0774  x1010

At FirstOntario Credit Union, we are committed to protecting your privacy and safeguarding your personal and financial information. If you have issues or concerns related to privacy, please contact our privacy officer.

To learn more about our commitment to your privacy, please refer to the Privacy page on our website. Click here.

Step 5:

If FirstOntario is still unable to resolve your concern to your satisfaction, you may wish to contact the Financial Services Commission of Ontario.

Call: 1.800.668.0128
Fax: 416.590.7070
Mail: The Financial Services Commission of Ontario, Licensing & Market Conduct Division
Credit Union and Caisses Populaires Complaint, 5160 Yonge Street, 4th Floor, Box 85, Toronto, ON M2N 6L9

You have a voice at FirstOntario Credit Union and your feedback is important to us. We appreciate the time you take to let us know how we are doing.


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