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Complaint Handling Process

At Mainstreet Credit Union, we strive to deliver service excellence and exceed member expectations whenever possible. If something goes wrong, we’ll work to resolve your concern quickly, efficiently, and in a way that meets your needs.

How to Report a Complaint or Concern

If you have a complaint or concern, we welcome the opportunity to address it. Please refer to the steps for our complaint handling process.

Step 1: If you have a problem or complaint, it can usually be addressed by a Mainstreet Credit Union staff member at your branch. If the branch isn't able to resolve the issue themselves, they will escalate the matter to the appropriate person.

Step 2: If you are not satisfied with the response to your concern, you can contact our complaints department at complaints@mainstreetcu.ca.

Step 3: If you have taken the first two steps and feel that more action is required, you can file a formal complaint with Mainstreet Credit Union's Complaint Officer at complaintofficer@mainstreetcu.ca.

Step 4: If you are not satisfied by the recommendation made by Mainstreet’s Complaint Officer, you may contact the Financial Services Regulatory Authority of Ontario (FSRA) for further review.

Telephone: 416-250-7250
Toll free: 1-800-668-0128
Website: https://www.fsrao.ca
Mail: Financial Services Regulatory Authority
25 Shepherd Avenue West, Suite 100
Toronto, Ontario, M2N 6S6