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Resolve a Complaint about a Credit Union or Caisse Populaire

The Financial Services Commission of Ontario (FSCO) is responsible for overseeing the performance of the Ontario credit union and caisse populaire industry and compliance with the Credit Unions and Caisses Populaires Act,1994 (CUCP Act).

 

FSCO regulates certain activities of credit unions and caisses populaires, and monitors their conduct to safeguard members against misconduct that may result in a contravention of the CUCP Act. If your complaint relates to business activities or conduct of a credit union or caisse populaire, FSCO will ensure that the matter is dealt with professionally and promptly.

To file a complaint about a credit union or caisse populaire that took place after September 30, 2009, please follow the steps below:

Step 1 – Contact the Credit Union or Caisse Populaire Officer Designated to Resolve Complaints to discuss your complaint. This is often the fastest way to resolve a complaint.


Step 2 – If you are unable to resolve your complaint within a reasonable amount of time ask the credit union or caisse populaire for a written response.

 

Breaches of the Credit Unions and Caisses Populaires Act 

 

FSCO’s Licensing and Market Conduct Division is responsible for reviewing and/or investigating any allegations that involve a contravention of the CUCP Act. If you believe there has been a contravention of the Act, you may make a complaint to FSCO using the following procedure:

Complete the Credit Union or Caisse Populaire Business Activity Complaint Form.

Mail the following documents to FSCO at the address below:

 

  • The completed Credit Union or Caisse Populaire Business Activity Complaint Form;
  • The credit union or caisse populaire’s written response; and
  • Any other relevant information/facts that support your complaint.

Please note that FSCO must receive, by mail, a completed Credit Union or Caisse Populaire Business Activity Complaint Form with your original signature in order to review and/or investigate your complaint. In addition, you may also include copies of any documents that support your complaint.

When your complaint is received, we will confirm its receipt and it will be assigned to a staff member for review.

If you have a complaint about a credit union or caisse populaire business activity that took place before October 1, 2009, please complete step 1 only. Credit unions and caisses populaires are not required by law to provide you with a written response to complaints that occurred before October 1, 2009.

FSCO may not inquire into a complaint that is being or has been dealt with by a court or an alternative dispute resolution process, or where the member has a statutory right to be heard by the credit union or caisse populaire board of directors under the CUCP Act.

If you require more information on how to file a credit union or caisse populaire complaint please call FSCO at (416)250-7250 or toll-free at 1-800-668-0128.

FSCO’s Mailing Address:

Financial Services Commission of Ontario
Licensing & Market Conduct Division
Credit Union and Caisse Populaire Complaints
5160 Yonge Street
4th Floor, Box 85
Toronto, ON M2N 6L9