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COMPLAINT RESOLUTION
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Resolving Your Complaint
If you have a concern, it will most likely be addressed at your branch or through the Contact Centre. Sometimes we will need to investigate further to make sure you are satisfied.
Here are the steps for resolution:
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. We will acknowledge your complaint without delay, in writing. You can contact the Contact Centre as follows: Call: 1.866.560.0120, 819.595.6980 or 613.560.0120 Fax: 1.866.560.0177 Mail: Contact Centre, 319 McRae Avenue, 2nd Floor, Ottawa, ON K1Z 0B9
Contact our Resolution Centre. If the Contact Centre staff is unable to resolve your complaint to your satisfaction, please contact the Resolution Centre for further investigation. Alternatively, your concern will be automatically escalated to the Resolution Centre if your concern has not been resolved within 14 days from the date that your complaint was first communicated to us. The Resolution Centre will investigate and will contact you to resolve your concerns. You will receive a written response from the Resolution Centre setting out how the matter was either resolved to your satisfaction or that the complaint was closed if we are unable to resolve your complaint to your satisfaction. Call: 1.866.560.0120, 819.595.6980 or 613.560.0120; press 1; ext. 6344 Fax: 1.866.560.0177 Email:resolution.centre@alterna.ca Mail: Manager, Concern Resolution, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9
Contact our Chief Resolution Officer. If you have completed the first two steps and feel further action should be taken, you may contact the Chief Resolution Officer. You will receive a written response from the Chief Resolution Officer setting out how the matter was either resolved to your satisfaction or that the complaint was closed if we are unable to resolve your complaint to your satisfaction. Email:chiefresolutionofficer@alterna.ca Mail: Chief Resolution Officer, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9
Contact the Ombudsman for Banking Services and Investments. If we are still unable to resolve your concern to your satisfaction, or we were not able to deal with your complaint within 56 days from the day that your complaint was received, 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), 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto, ON M5H 3R3
You may at any time contact the Financial Consumer Agency of Canada 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 Mail: Financial Consumer Agency of Canada, 427 Laurier Avenue West, 6th floor, Ottawa ON K1R 1B9 Website:www.fcac-acfc.gc.ca
The FCAC supervises federally regulated financial institutions like Alterna Bank to ensure we comply with federal consumer protection laws and industry codes of conduct and public commitments. The FCAC will determine whether there is a problem with our compliance and, if so, what corrective measures we need to take. It will not, however, resolve individual consumer complaints; requests for redress must follow Alterna’s complaint handling process set out above.
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.
Got questions? We’ve got answers! Here are some of our most frequently asked questions about online bill payments, mobile banking, debit chip cards and more.
