If you believe your credit union or caisse populaire has violated the Credit Unions and Caisses Populaires Act, 2020 and/or its regulations, please follow these steps before filing a complaint with FSRA:
File a complaint with your credit union or caisse populaire and obtain a final position letter from them.
Step 1: Find your credit union or caisses populaire’s complaints officer
Step 2: Request a final position letter on your case. Ask the complaint officer to provide a letter stating the credit union's final position on your case.
If your matter is still not resolved after following the above steps, you can file a complaint with FSRA.
FSRA considers a range of outcomes when reviewing consumer complaints:
- If the matter is not something we can take action on, we will let you know or may refer you to an organization that can help
- If we need more information from you, we will contact you
- If the matter you have raised does not break any laws we enforce, we will close the case
- If the matter you have raised potentially breaks any laws we enforce, we will consider what action, if any, we should take
To file a complaint with FSRA, please complete the Complaint Form.