​Email Us

Do you have a comment or question? We’d love to hear from you. If you would like a response, we’ll get back to you within 2 business days.

Reminder: If your request requires the disclosure of confidential, account of personal information, please remember to log into your Online Banking account first to secure authenticity. Do not send personal or account information by email.

Mail Us

If you would like to send us physical mail, you can use the mailing addresses below.

Head Office - Alterna Bank Ottawa 
319 McRae Avenue, 2nd Floor 
Ottawa, ON K1Z 0B9

Corporate Office - Alterna Bank Toronto
2 Bloor Street East, 26th Floor 
P.O. BOX # 73 
Toronto, ON M4W 1A8

Resolving Your Complaint

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:

Reminder:  If your request requires the disclosure of confidential, account or personal information, please remember to log into your Online Banking account first to secure authenticity before filling in the form or give us a call. Do not send personal or account information by email.

1. Talk to us.
   We are here to help. Please contact the Contact Centre first, and our staff will do their best to resolve your concern to your satisfaction. 
   Call:  1.866.560.0120, 819.595.6980 or 613.560.0120
   Fax: 1.866.560.0177
2. Contact our Solution Centre.
   If the Contact Centre staff is 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; press 1; 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.
   If you have completed the first two steps and feel further action should be taken, you may contact the Internal Ombudsman.
   Email: ombudsman@alterna.ca
   Mail: Alterna Ombudsman, 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: Toll-free: 1 888 451-4519, Greater Toronto Area: 416 287-2877, TTY Telephone: 1 855 TTY-OBSI (1 855 889-6274)
   Fax: Toll-free: 1 888 422-2865, Greater Toronto Area: 416 225-4722
   Email: ombudsman@obsi.ca
   Mail: Ombudsman for Banking Services and Investments (OBSI)
   Mailing address: 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto, ON M5H 3R3
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: 613.960.4666 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
6. Rob Paterson, our President & CEO is always happy to hear from you, should you want to share your feedback you can contact Rob in the following ways: 
   Email:  Rob@alterna.ca
   Mail: President & CEO, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9