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Compliments and concerns

When you are a member of FirstOntario Credit Union, you are an owner with a voice.

As a member of FirstOntario Credit Union, you are an owner with a voice. Your feedback is important. It provides insight and perspective for continuous improvement and enables us to address your concerns so we can ensure your experience is the best it can be.

Whether you would like to tell us about a great experience you had or if there is something you are concerned about, we would be happy to hear from you. Please see the options below if you would like to speak with someone from FirstOntario.

Compliments

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
Email: Contact@FirstOntario.com

Please be sure to provide the name(s) of the staff involved so we can be sure to recognize them. Thank you!

Complaints

We take concerns seriously at FirstOntario and being able to come up with a better solution will ultimately improve our service to all of our members.

We’re committed to responding to you within two business days with the following information:

  • Acknowledgement that we have received your concern
  • Where possible, we will strive to immediately resolve your concern
  • If further action is required, we will let you know how it is being handled and when you can expect to hear from us
  • If the matter may take a little longer to resolve, we will keep you informed throughout the process

To make the process easier for you, we have outlined the following steps to ensure a satisfactory resolution.

Step 1

Please have all the necessary information so we can address your matter as quickly as possible. You will need the following details:

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

Step 2

Please contact your Branch Manager or the Member Service Centre at 1-800-616-8878 to express your concern. Our staff will do their best to help as quickly as they can.

Northern Region
Branch address Branch manager
240 Wilson Street East, Ancaster Noora Grifi
895 Brant Street, Burlington Wazhma Hamidi
1299 Barton Street East, Hamilton Nik Katic
505 Dundas Street West, Oakville Sarah Allen
511 Maple Grove Drive, Oakville Indira Sattan
50 Dundurn Street South, Hamilton Karen Jacobs
2245 Rymal Road East, Stoney Creek Pam Murphy
1550 Upper James Street, Hamilton Lisa Kavoukis
95 Highway 8, Stoney Creek Jordan Ciaramella
4021 Upper Middle Road, Burlington Amanda Massey
486 Upper Sherman Avenue, Hamilton Josie Boetto
39 Talbot Street East, Cayuga Lori Elgin
48 King Street West, Dundas Manpreet Saini
Southern Region
Branch address Branch manager
275 Fourth Avenue, St. Catharines Kelly Taylor-McNeil
7885 McLeod Road, Niagara Falls Stephanie Surgeoner
3969 Montrose Road, Niagara Falls Chris Heckley
600 Ontario Street, St. Catharines
387 Scott Street, St. Catharines Jerri Lynn Reid
9 Pine Street North, Thorold Vito DiPaola
840 Niagara Street, Welland Jessie Buckner
84 Charing Cross Street, Brantford Troy Tindale
108 Thomas Street South, Ingersoll Julie McNeily
48 Main Street West, Norwich Staci Hough
107 Queensway East, Simcoe Cody Furlong
157 Broadway, Tillsonburg Bonnie Long
943 Dundas Street, Woodstock Rose Scire
318 Merritt Ave, Chatham Kim Jenkins

Step 3

If the Member Service Centre or the branch manager was unable to provide a resolution, you may wish to escalate your concern to the leader who is responsible for the branch or department:

Step 4

If your concern has not been addressed to your satisfaction, you may wish to contact the Financial Services Regulatory Authority of Ontario.

Telephone: 416-250-7250
Toll free: 1-800-668-0128
Email: contactcentre@fsrao.ca
Web: www.fsrao.ca
Mail: Financial Services Regulatory Authority of Ontario
25 Sheppard Avenue West, Suite 100
Toronto, ON M2N 6S6

Privacy

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

To learn more about our commitment to your privacy, please refer to our privacy page.