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​Compliments and Complaints

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

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  • 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. 


Please tell us about the exceptional service you received:

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

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


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 Director who is responsible for the branch:

Northern Region
905-688-4828 ext. 1081

branch addressbranch manager
1 James St S, HamiltonKaren Jacobs
240 Wilson St E, AncasterLaura Simpson
895 Brant St, BurlingtonAmanda Massey
1299 Barton St E, HamiltonNik Katic
505 Dundas St W, OakvilleJason Bengert
50 Dundurn St S, HamiltonKori O'Flaherty
338 Kerr St, OakvilleIndira Sattan
3001 Hospital Site, OakvilleJason Bengert
2245 Rymal Rd E, Stoney CreekPam Murphy
1550 Upper James St, HamiltonDena Jones
95 Highway 8, Stoney CreekTaylor Murray
4021 Upper Middle Rd, BurlingtonSarah Allen
486 Upper Sherman Ave, HamiltonJosie Boetto
39 Talbot St E, CayugaLori Elgin
48 King St W, DundasJordan Chabot

Southern Region
905-688-4828 ext. 1014

Branch addressbranch manager
275 Fourth Ave, St.CatharinesRose Idzenga
7885 McLeod Rd, Niagara FallsLindsay Cain
3969 Montrose Rd, Niagara FallsScott Symonds
1200 Fourth Ave, St.CatharinesRose Idzenga
600 Ontario St, St.CatharinesCarey Kominetsky
387 Scott St, St.CatharinesKelly Taylor-McNeil
35 Talbot St, ThoroldVito DiPaola
840 Niagara St, WellandJessie Buckner
84 Charing Cross St, BrantfordTroy Tindale
108 Thomas St, S, IngersollLisa Visser
48 Main St W, NorwichCody Furlong
107 Queensway E, SimcoeLeah VanSickle
157 Broadway, TillsonburgBonnie Long
943 Dundas St, WoodstockJulie McNeilly

Step 4

If the Regional Director is unable to provide a resolution, you may wish to escalate your concern to the Vice President, Retail Branches, who oversees our branch network.
905-387-0774 ext. 1010

Vice President, Wealth Management for concerns regarding the Wealth Advisory team.
905-387-0774 ext. 1710

Vice President, Business Banking Group for concerns regarding the Business Banking team.
905-387-0774 ext. 1046

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

Step 5:

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

Toll free:1-800-668-0128

Financial Services Regulatory Authority of Ontario
25 Sheppard Avenue West, Suite 100
Toronto, ON
M2N 6S6


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.