RESOLVING YOUR COMPLAINTS

Tru Cooperative Bank

Resolving your complaints

At Tru Cooperative Bank, formerly First West Credit Union, we are committed to investigating all complaints we hear about our products or services. If you’re dissatisfied, we want to hear from you. Please follow the process below to submit your complaint.

If your complaint is regarding:

  • Tru Cooperative Bank products and services, proceed to Step 1 to voice your complaint.
  • Aviso Wealth products and services, contact your advisor directly.
  • Your Savings Maximizer account, voice your complaint by contacting out Complaints Resolution Team in Step 2.

STEP 1: CONTACT US TO DISCUSS YOUR COMPLAINT

Choose the method of contact most convenient to direct your complaint and provide any supporting documents or information you have relating to your complaint.

By phone or email:

In person or by mail, at your local branch of:

If we’re unable to resolve your complaint to your satisfaction in Step 1, you may escalate by following step 2 below.

If your complaint is regarding your wealth management products and services, please contact your advisor directly.

STEP 2: CONTACT OUR COMPLAINTS RESOLUTION TEAM

If we’re unable to resolve your complaint within 14 calendar days following Step 1, your complaint will automatically be escalated to the second step of the complaint handling process, where it will be reviewed by our Complaints Resolution Team. If you received confirmation from us that your complaint was closed within the 14-calendar day window and you’re not satisfied with the outcome, you’re welcome to escalate your complaint directly to the Complaints Resolution Team:

By email: complaints@firstwestcu.ca

By phone: 1-833-744-1418

By mail:
Tru Cooperative Bank
Complaints Resolution Team
#200 – 19933 88 Avenue Langley, BC V2Y 4K5

The Complaints Resolution Team will investigate your complaint and contact you with a response within 56 calendar days from the date that your complaint was first received. If you are not satisfied with the response you received from the Complaints Resolution Team or have not received a response within 56 calendar days from the date you first submitted your complaint, you may choose to proceed to step 3.

STEP 3: ESCALATE YOUR COMPLAINT TO AN EXTERNAL AGENCY

Ombudsman for Banking Services and Investments (OBSI)

The OBSI is a Canadian organization that acts as a fair and impartial investigator of banking-related complaints. If you choose to contact the OBSI, please do so within 180 calendar days from the date you received a final decision from us regarding your complaint.

By email: ombudsman@obsi.ca

By phone: 
Toll-free: 1-888-451-4519 or TTY Telephone: 1-844-358-3442

Online: obsi.ca

By mail:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8 Toronto, ON M5H 3R3

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws. Financial institutions are legally required to have a complaint-handling process in place. If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly. If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments, as outlined in the section above.

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Online: www.canada.ca/fcac or via the form at: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

  • For service in English: 1-866-461-FCAC (3222)
  • For service in French: 1-866-461-ACFC (2232)
  • For calls from outside Canada: 613-960-4666
  • Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the
relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2

Office of the Privacy Commissioner of Canada

If you are not satisfied with the final decision made by our Complaints Resolution Team regarding your privacy-related complaint, you may refer your complaint to the Office of the Privacy Commissioner of Canada (OPC).

By phone: 1-800-282-1376

Online: www.priv.gc.ca

By mail:
Office of the Privacy Commissioner of Canada
30, Victoria Street
Gatineau, QC K1A 1H3