As a member, your feedback is important.  If you had a great experience or there is something you are concerned about, we would be happy to hear from you.

Compliments

Please tell us about the exceptional service you received:
E-mail: info@equitycu.com

Concerns

We take concerns seriously and being able to come up with a better solution will ultimately improve our service to all our Members.

We are committed to responding to you within 10 business days with the following information:

• Acknowledgment that we have received your concern
• Where, possible we will strive to immediately resolve your concern
• If further action is required, we will let you know how it is being handled and when you can expect to hear from us
• If the matter may take a little longer to resolve, we will keep you informed throughout the process

To make the process as clear as possible, here are the following steps.

Step 1

Please have all the necessary information so we can address your matter as quickly as possible.  You will need the following details:

• Your member identification information
• Dates(s) of occurrence
• Supporting documents (if any)
• The name(s) of staff involved
• Your preferred method of reply: mail, email or phone (if phone, when is the best time to call)

Step 2

Please contact our Member Service Officers.  They will do their best to help as quickly as they can.

Call: 905-426-1389 x.221 or 1-800-263-9793
Fax: 905-428-1590
Email: info@equitycu.com

Step 3

If the Member Service Officer was unable to provide a resolution, you may wish to escalate your concern to the Officer Designated to Resolve Complaints.

Thomas Dimson at 905-426-1389 x.226 or email at tom.dimson@equitycu.com

Step 4

If your concern has not been addressed to your satisfaction, you may wish to contact the Financial Services Regulatory Authority of Ontario.

Call: 1- 800-668-0128
Fax: 416-590-7070
Web: fsrao.ca
Email: contactcentre@fsrao.ca

Mail:
Financial Services Regulatory Authority of Ontario (FSRA)
Licensing & Market Conduct Division
Credit Union and Caisse Populaire Complaints
5160 Yonge Street, 4th Floor, Box 85
Toronto, ON M2N 6L9