Compliments & Concerns

At Alterna, we are accountable to, answer to, and work hard for you every single day. If you have a great experience you would like to share, or problem you would like addressed, we encourage you to contact us.

Complaint Resolution Process

If you have a concern with our service it will most likely be addressed at your branch or through the TeleService Centre. Sometimes we will need to investigate further to make sure you are satisfied.

Here are the steps for a quick resolution:

  1. Talk to us.
    We are here to help. Please contact your branch or the Contact Centre first, and our staff will do their best to resolve your concern to your satisfaction.
  2. Contact our Solution Centre.
    If branch or Contact Centre staff are unable to resolve your complaint, please contact the Solution Centre for further investigation.
    Call:  1.866.560.0120, 819.595.6980 or 613.560.0120 ext. 6344
    Fax: 1.866.560.0177
    Email: solutions.centre@alterna.ca 
    Mail: Alterna Solution Officer, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9
  3. Contact our Internal Ombudsman or President & CEO.
    If you have completed the first two steps and feel further action should be taken, you may contact either the Internal Ombudsman or our President & CEO.
    Email: ombudsman@alterna.ca or ceo_president@alterna.ca
    Mail: Alterna Ombudsman or President & CEO, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9
  4. Contact the Ombudsman for Banking Services and Investments.
    If we are still unable to resolve your concern to your satisfaction, you may wish to contact the Ombudsman for Banking Services and Investments. This independent banking Ombudsman has been appointed to serve the interests of Canadian financial consumers, including those of Alterna Bank.
    Call: 1.888.451.4519
    Fax:  1.888.422.2865
    Email: ombudsman@obsi.ca
    Mail: Ombudsman for Banking Services and Investments
    401 Bay St., Suite 1505, P.O. Box 5, Toronto, Ontario  M5H 2Y4
  5. You may at any time contact the Financial Consumer Agency if your complaint involves a legislated consumer provision.
    Mail: Financial Consumer Agency of Canada
    427 Laurier Avenue West, 6th floor
    Ottawa ON K1R 1B9                                                                                       
    Call: 613.996.5454 or 1.866.461.3222
    Fax: 613.941.1436 or 1.866.814.2224
    E-mail: info@fcac-acfc.gc.ca
    Website: www.fcac-acfc.gc.ca