Step 1: Contact your Relationship Manager
You should start by contacting your Relationship Manager. If this person is unable to resolve the matter to your satisfaction, ask to speak with the manager or team leader of the business area. They will have the authority to resolve most problems immediately.
Step 2: Contact the Customer Complaints Officer
If you are not satisfied with the response in Step 1, you may escalate to the Complaints Officer. At this stage, we will ensure to respond within 56 days of initially receiving your written request.
Central 1 Complaints Officer
Central 1 Credit Union
1441 Creekside Dr., Vancouver BC V6J 4S7
Phone: 1-800-661-6813 ext. 2357
Email: memberrelations@central1.com
Step 3: Contact External Complaint Bodies
Generally, you have the right to contact the appropriate external complaint bodies if your concern remains unresolved after going through Steps 1 and 2 or we have taken longer than 56 days to investigate and respond to your concern from the date it was first received. See below for the external complaint body that is appropriate for your situation.
Central 1 Credit Union Members and Clients
Please use the appropriate credit union complaint process of the regulatory authority for your province, for example:
• British Columbia: BC Financial Services Authority (“BCFSA”) – “File a Credit Union Complaint”
• Ontario: Financial Services Regulatory Authority of Ontario (“FSRA”) – “How to resolve a complaint against a credit union or caisse Populaire”
Central 1 Trust Company Clients
Please contact the Ombudsman for Banking Services and Investments (“OBSI”):
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3
Website: https://www.obsi.ca/
Email: ombudsman@obsi.ca
Telephone: 1.888.950.9452
Fax: 1.888.422.2865
If your complaint involves Central 1 Trust Company’s obligations under the Trust and Loan Companies Act, such as providing you with information about fees or complaint procedure, you may contact the Financial Consumer Agency of Canada (“FCAC”) at any time.
Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa, Ontario
K1R 1B9
Telephone: 1.866.461.3222
Website: https://www.canada.ca/en/financial-consumer-agency.html
Third-party complaint-handling process for this institution:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca
