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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
970 South Service Road, Suite 301
Stoney Creek, ON
L8E 6A2
Phone: 1-800-616-8878


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 Vice President who is responsible for the branch:

Northern Region
905-688-4828 ext. 1081

branch address branch manager
240 Wilson Street East, Ancaster Lisa Kavoukis
895 Brant Street, Burlington Amanda Massey
1299 Barton Street East, Hamilton Nik Katic
505 Dundas Street West, Oakville Jason Bengert
50 Dundurn Street South, Hamilton Jordan Chabot
338 Kerr Street, Oakville Indira Sattan
2245 Rymal Road East, Stoney Creek Pam Murphy
1550 Upper James Street, Hamilton Dena Jones
95 Highway 8, Stoney Creek Taylor Murray
4021 Upper Middle Road, Burlington Sarah Allen
486 Upper Sherman Avenue, Hamilton Josie Boetto
39 Talbot Street East, Cayuga Lori Elgin
48 King Street West, Dundas Kori O'Flaherty

Southern Region
905-688-4828 ext. 1014

Branch address branch manager
275 Fourth Avenue, St. Catharines Lindsay Cain
7885 McLeod Road, Niagara Falls Jerri Lynn Reid
3969 Montrose Road, Niagara Falls Scott Symonds
600 Ontario Street, St. Catharines Connie Jackson
387 Scott Street, St. Catharines Kelly Taylor-McNeil
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 Lisa Visser
48 Main Street West, Norwich Cody Furlong
107 Queensway East, Simcoe Leah VanSickle
157 Broadway, Tillsonburg Bonnie Long
943 Dundas Street, Woodstock Rose Scire
318 Merritt Ave, Chatham Kim Jenkins


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.
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

Corporate Ombudsman, Mark Perkins for any other concerns.

Step 5:

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

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.