​Compliments and Complaints

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:

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. 

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 Regional Vice President who is responsible for the branch:

Northern Region

Shelley.McIntyre@FirstOntario.com
905-688-4828 ext. 1081

Southern Region

Matthew.Maguire@FirstOntario.com
905-688-4828 ext. 1014

Step 4

If the Regional Vice President is unable to provide a resolution, you may wish to escalate your concern to the Senior Vice President, Retail Branches, who oversees our branch network. 

Randy.Murray@FirstOntario.com
905-387-0774 ext. 1010

Vice President, Wealth Management for concerns regarding the Wealth Advisory team. 
Michael.Butler@FirstOntario.com
905-387-0774 ext. 1710

Vice President, Business Banking Group for concerns regarding the Business Banking team. 
Michael.Ross@FirstOntario.com
905-387-0774 ext. 1046

Vice President, Alternate Delivery Channels for concerns regarding the Member Service Centre.
Robert.Somma@FirstOntario.com
905-387-0774 ext. 1050

Corporate Ombudsman, Mark Perkins for any other concerns.
Ombudsman@FirstOntario.com

Step 5:

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

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.