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Resolving Your Complaint

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Talk to us about your complaint.

As a valued member of Coast Capital Savings, we are committed to doing everything we can to resolve the complaint you are experiencing related to a Coast Capital product or service. Your feedback is also vital to help us improve the quality of our products and services that we provide to our members.

To ensure your complaint is addressed as quickly as possible, it’s often best to start where the problem began. Please follow these steps to inform us about your complaint:

  • Assemble all supporting documents concerning your complaint, paying special attention to the date(s).
  • Be clear about the circumstances of your complaint and determine what you would like us to do.

How to contact us

In most cases, our Branch and Advice Centre employees are best positioned to resolve a complaint quickly and most effectively if given the opportunity to do so. If you’re not satisfied with the resolution you’ve received from the advisor you’re in contact with, you can ask to speak to a manager. Each of our business areas is managed by a leader with decision-making authority to address most concerns.

If you are an existing member, you can use your online banking to submit a secure message about your complaint via the ‘Contact Us’ section in the left-hand side navigation menu.

Sign Into Online Banking

Alternatively, you can contact your branch advisor or our Advice Centre.

Find a Coast Capital branch: coastcapitalsavings.com/contact/find-a-branch

Contact the Coast Capital Advice Centre:


For complaints related to our auto or equipment financing products or services, contact Coast Capital Auto Equipment Finance:


For complaints related to statements, rewards, credit reporting and transactional issues such as fees, charges or unauthorized transactions on your Mastercard® issued by Collabria Financial Services, you may contact Collabria Financial Services directly:

How we handle your complaints

Usually, the best way for us to address your complaint is to raise the issue as soon as it comes up with the advisor you are already in contact with. If you don’t notice the issue right away, you can still get in touch with us at any time to voice your complaint.

If you are not provided with a resolution by the advisor you are in contact with within 14 calendar days of your complaint being communicated to us, we will escalate your complaint to our Member Relations Team or the appropriate designated complaint handling team for your complaint. You can also ask to have your complaint escalated at any time to our Member Relations Team or the appropriate designated complaint handling team for your complaint.

Once received, the designated complaint handling team will work with you to provide a resolution in a timely manner.

If you are not satisfied with the resolution provided by our designated complaint handling team, you may appeal the decision to Coast Capital’s Complaint Resolution Office. If you choose to appeal the decision, we will forward it on your behalf to the Complaint Resolution Office. The Head of the Complaint Resolution Office is the most senior person responsible for escalated complaints within Coast Capital.

Contacting the external complaint body.

You may contact the Ombudsman for Banking Services and Investments (OBSI) if:

  1. You are not satisfied with the final decision from the Coast Capital Complaint Resolution Office. Please keep in mind that the OBSI requires you to submit your complaint within 180 days after receipt of the final decision from the Complaint Resolution Office.
  2. Your complaint has not been resolved by Coast Capital within 56 days of Coast Capital receiving your complaint.

Ombudsman for Banking Services and Investments

20 Queen Street West, Suite 2400
PO Box 8, Toronto, ON M5H 3R3
ombudsman@obsi.ca
www.obsi.ca
Toll-free in North America: 1.888.451.4519

Contacting a regulatory body.

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions for compliance with consumer provisions. While the FCAC does not resolve complaints, you may contact FCAC at any time for more information about complaint handling requirements:

Financial Consumer Agency of Canada

427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
www.fcac-acfc.gc.ca
Consumer Contact Centre: 1.866.461.3222

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