Complaint Resolution

We take concerns very seriously and view them as an opportunity to identify and resolve problems to ultimately improve our service. If you have a concern, we encourage you to let us know and give us the opportunity to resolve it.

Step 1: Talk to Us

The fastest way to resolve a concern is to speak with the Copperfin Team Member or department which the concern is regarding. If you’re not satisfied with their response, please ask to speak with the Department or Branch Manager.

Step 2: Escalate to our Complaints Officer

If the concern is not resolved or dealt with to your satisfaction you may escalate to our Ombudsman (Complaints Officer). Please submit your complaint using the Business Activity Complaint Form. The completed form can be dropped off at any of our branches or emailed to complaintsofficer@copperfin.ca

Step 3: Escalate to the Financial Services Regulatory Authority (FSRA)

If after completing the first two steps and we have still not resolved your concern you may refer your complaint to FSRA, the regulator for Ontario Credit Unions, by completing and submitting the Online Complaint Form.