Resolving Your Complaint



As a valued member of Coast Capital Savings we appreciate your feedback. We’re committed to doing everything we can to resolve your concerns.

Let us work with you to resolve your complaint using the following steps:

Step 1: Talk to us
We’re here to help! Let us know how we can assist you. You can speak to us in a branch, or by calling our Contact Centre team:

Toll-free: 1.888.517.7000

If our team member is unable to help you with your complaint, please ask the individual you are working with to escalate your complaint to management.
Our management and senior leadership team is here to help guide you through the complaint process to resolve your concerns.

Step 2: Is there more we can do?
If you require further assistance with your complaint after you have already worked with management or our senior leadership team, please ask the individual you are working with to escalate the complaint on your behalf to the Office of the CEO:

Attn: Office of the CEO, Coast Capital Savings
#800 - 9900 King George Blvd.
Surrey, BC V3T 0K7

officeoftheceo@coastcapitalsavings.com

Local: 604.517.7764
Toll-free: 1.844.517.7764

Step 3: Contact the Coast Capital Savings Ombudsperson
If your complaint has been escalated through Steps 1 and 2 and you are not satisfied with the resolution, please contact the Coast Capital Savings Ombudsperson:

Attn: Ombudsperson, Coast Capital Savings
#800 - 9900 King George Blvd.
Surrey, BC V3T 0K7

ombudsperson@coastcapitalsavings.com

Local: 604.517.7765
Toll-free: 1.844.517.7765

Step 4: Contact the Ombudsman for Banking Services and Investments (OBSI)
If you are not satisfied with the final decision from the Coast Capital Savings Ombudsperson, or if 90 days have passed since the escalation of your complaint to Step 2, you may contact the Ombudsman for Banking Services and Investments (OBSI) about your complaint:

401 Bay Street, Suite 1505
PO Box 5
Toronto, ON M5H 2Y4

ombudsman@obsi.ca
www.obsi.ca

Toll-free: 1.888.451.4519


Other useful information

Financial Consumer Agency of Canada (FCAC)
While the Financial Consumer Agency of Canada (FCAC) does not resolve complaints, you may contact FCAC at any point during the complaint process for further information surrounding the complaint handling process:

427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9


Consumer Contact Centre: 1.866.461.3222
Office of the Privacy Commissioner of Canada
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3


Toll-free:1.800.282.1376