Complaint Handling Procedures

Our Market Code of Conduct

Our Market Code of Conduct demonstrates our commitment to the fair treatment of all those who use our products and services. We believe in fair sales, comprehensive access to banking services, transparency and openness, and a reasonable approach to settling complaints. We believe that all individuals are entitled to the best possible care of their financial interests. We operate within a strong legal and regulatory framework, respect all our regulatory obligations and continually practice absolute excellence in consumer protection.

Our Complaint Handling Procedures

We value your opinion and comments and want to know if you have a problem with any of our products or services so we can resolve it and improve our service experience. We aim to investigate and resolve all complaints in a fair, transparent and timely manner.

Step 1: Talk to us at your Branch

If you are not satisfied with one of our products or services, please do not hesitate to raise it at the branch with a member of our staff. Once we receive your complaint, we will do our best to resolve the issue quickly. If it takes longer than ten business days, we will contact you and follow up accordingly.

Contact information

Address: 79 Proton St N PO Box 340 Dundalk ON N0C 1B0
Phone: 519-923-2400
Fax: 519-923-2950

Step 2: Contact our Complaints Officer

If the person you speak to at the branch is not able to resolve your concern to your satisfaction and/or if we determine that your complaint requires a deeper internal review or investigation, your complaint may be escalated to our Complaints Officer, who will be pleased to assist you.

Complaints escalated to the Complaints Officer must be in writing and include the name and contact information of the person making the grievance. It must also clearly state the nature of the complaint and details relevant to the matter. It should also include to/with whom the issue has already been discussed.

The complainant can expect a written response to their complaint within 30 days of written submission.

Our Complaints Officer’s contact information is below.

Address: 79 Proton St N PO Box 340 Dundalk ON N0C 1B0 ATTN: Complaints Officer
Fax: 519-923-2950 ATTN: Complaints Officer

Step 3: Contact Financial Services Regulatory Authority

If our Complaints Officer is unable resolve your complaint or you are not satisfied with our final decision, you may contact the Financial Services Regulatory Authority for further review.


Phone: 416-250-7250

Mail: 25 Sheppard Av W Suite 100 Toronto ON M2N 6S6

Complaint Assessment

We assess complaints based on their level of severity in order to ensure appropriate action is taken:

Tier 1 complaints are point-of services complaints which can be addressed informally at the branch level (Step 1).

Tier 2 complaints are more serious complaints that require deeper internal review or investigation or ones which are not successfully resolved informally at the branch level (Step 2).

Tier 3 complaints are ones that are not successfully resolved through our internal complaints handling process and which require external review (Step 3).

Tier 2 and tier 3 complaints will be reported to the Audit Committee.

Record Keeping

You have a right to expect that your complaint will be handled confidentially and that the principles contained in our Privacy Policy will be observed when we collect, store and use personal information obtained in the context of responding to a complaint. While it may be necessary to disclose your personal details to the staff member whose actions or decisions are the subject of the complaint, your personal details will not be disclosed to other staff within the organization who do not have a need to know this information. Once the complaint is resolved and matter concluded, internal sharing of anonymized complaints help us learn and identify what improvements are needed to prevent similar problems from occurring in the future.


Complaint Handling Form

Download the Complaint Handling Form