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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, please follow these 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
  • Date(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: feedback@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, Tom Dimson.

Call: 905-426-1389 x.226 

Email Equity CEO: tom.dimson@equitycu.com

STEP 4

If your concern has not been addressed to your satisfaction by the Officer Designated to Resolve Complaints, you may contact the Chair of the Board of Directors.

Email Equity Chair: chair@equitycu.com

STEP 5

Finally, if your concern has still not been resolved 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: www.fsrao.ca

Email: contactcentre@fsrao.ca

Mail:

Financial Services Regulatory Authority of Ontario (FSRA)
Licensing & Market Conduct Division
Credit Union and Caisse Populaire Complaints
25 Sheppard Avenue West, Suite 100
Toronto, Ontario
M2N 6S6