Complaint Handling

For general banking inquiries, technical support or password resets, please call our Contact Centre at 1.866.863.6237 or email questions@affinitycu.ca.

Our commitment to you

We’re committed to providing the highest quality service to our members and ensuring complaints are dealt with in a fair and timely manner. If you have a problem, we encourage you to get in touch with us right away so we can fix it as soon as possible.

How to share your concerns

Start at the source

Your first point of contact is the advice centre where the problem originated. If the employee at the advice centre is unable to help resolve the issue, ask to speak with their manager. They’ll have the authority to solve most problems right away.

If you’re unsure who to contact, simply reach out to our Contact Centre at 1.866.863.6237.

Escalate your complaint

If you’re not satisfied with the response you receive at the advice centre, you can escalate your complaint to Affinity’s internal Compliance Office by completing our Problem Resolution form. The role of our Compliance Office is to review your complaint and attempt to resolve the matter fairly. You can expect to receive acknowledgement of your complaint within 2 business days.

Statutory limitation periods for commencement of legal action continue to run while your complaint is being reviewed. This may impact your ability to pursue a future civil claim. You should consult a lawyer for advice regarding these time limits.

OBSI (Ombudsman for Banking Services and Investments)

We take concerns and feedback from our members very seriously. If you don’t receive a written response from Affinity within 8 weeks, or if you’re not satisfied with the final response from the Compliance Office, you may contact OBSI. You have up to 180 days after receiving the final response to submit your complaint to OBSI.

OBSI is Canada’s national, independent, not-for-profit dispute resolution service for consumers and small businesses who have a complaint they can’t resolve with their banking services or investment firm. The service is free of charge.

OBSI
20 Queen Street West, Suite 2400
Toronto, ON M5H 3R3
Toll-free: 1.888.451.4519
Toll-free fax: 1.888.422.2865
E-mail: ombudsman@obsi.ca
Website: www.obsi.ca

Problem Resolution Form

First Name *

Last Name *

Method of Contact

Preferred method of contact *

Please complete your preferred contact information below.

Email Address

Home Phone

Work Phone

Mailing Street Address

City

Province

Postal Code

e.g. S7K 0G1

Your location or nearest advice centre*

What are your complaints/concerns?*

Account
Debit Card
Privacy
Mortgage
Quality of Service
Other

Account Number (if applicable)

Details about your complaint *

Please provide a brief description of your complaint. Write down the events leading to it in the order in which they happened. Include specific dates, time, individuals you dealt with and the actions you took.

Please describe your Proposed Solution *

What would you like to see done?

Upload account statements and/or other correspondence

Please attach copies of your account statements and/or financial agreement (if applicable) and any copies of correspondence or other material that may be of assistance.

Authorization *

I have asked the credit union to investigate my complaint and I consent to the collection, use and disclosure of my personal information for the purposes of investigating the above complaint.