If you have a concern, it will most likely be addressed at your branch or through the Contact Centre. Sometimes we will need to investigate further to make sure you are satisfied.

Resolving Your Complaint

1.Talk to us.

We are here to help. Please contact the Contact Centre first, and our staff will do their best to resolve your concern to your satisfaction. We will acknowledge your complaint without delay, in writing. You can contact the Contact Centre as follows:
Call: 1.866.560.0120, 819.595.6980 or 613.560.0120
Fax: 1.866.560.0177
Mail: Contact Centre, 319 McRae Avenue, 2nd Floor, Ottawa, ON K1Z 0B9

2.Contact our Resolution Centre.

If the Contact Centre staff is unable to resolve your complaint to your satisfaction, please contact the Resolution Centre for further investigation. Alternatively, your concern will be automatically escalated to the Resolution Centre if your concern has not been resolved within 14 days from the date that your complaint was first communicated to us. The Resolution Centre will investigate and will contact you to resolve your concerns. You will receive a written response from the Resolution Centre setting out how the matter was either resolved to your satisfaction or that the complaint was closed if we are unable to resolve your complaint to your satisfaction.
Call: 1.866.560.0120, 819.595.6980 or 613.560.0120; press 1; ext. 6344
Fax: 1.866.560.0177
Email: resolution.centre@alterna.ca
Mail: Manager, Concern Resolution, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9

3.Contact our Chief Resolution Officer.

If you have completed the first two steps and feel further action should be taken, you may contact the Chief Resolution Officer. You will receive a written response from the Chief Resolution Officer setting out how the matter was either resolved to your satisfaction or that the complaint was closed if we are unable to resolve your complaint to your satisfaction.
Email: chiefresolutionofficer@alterna.ca
Mail: Chief Resolution Officer, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9

4.Contact the Ombudsman for Banking Services and Investments.

If we are still unable to resolve your concern to your satisfaction, or we were not able to deal with your complaint within 56 days from the day that your complaint was received, you may wish to contact the Ombudsman for Banking Services and Investments. This independent banking Ombudsman has been appointed to serve the interests of Canadian financial consumers, including those of Alterna Bank.
Call: Toll Free Phone: 1 (888) 451-4519 , GTA Phone: (416) 287-2877, TTY Phone: 1 (844) 358-3442
Fax: Toll-Free Fax: 1 (888) 422-2865, GTA Fax: (416) 225-4722 
Email: ombudsman@obsi.ca
Mail: Ombudsman for Banking Services and Investments (OBSI), 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto, ON M5H 3R3

5.You may at any time contact the Financial Consumer Agency of Canada

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 (OBSI).

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.