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 a member of our team is unable to resolve your complaint, you may escalate your concerns to management. Our management and senior leadership team is here to guide you through the complaint process to resolve your concerns.

Step 2: Is there more we can do? If our senior leadership team were not able to resolve your concerns, our team may refer you to the Office of the CEO for additional support and assistance. If the Office of the CEO receives a complaint that has not been handled by any of the channels in step 1, a representative from a branch or contact centre may contact you to address your concerns. The Office of the CEO can be reached at:

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: Still not satisfied? Contact the Coast Capital Savings Office of the 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: After completing all steps in our complaint resolution process you may contact one of the Consumer Support Agencies to discuss your concerns:


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

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

www.fcac-acfc.gc.ca

Consumer Contact Centre: 1.866.461.3222

Privacy Commissioner of Canada

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

www.priv.gc.ca/en

Toll-free:1.800.282.1376


If you have any concerns related to Coast Capital Savings and want to remain anonymous, you may submit a confidential and anonymous Whistleblower Report through our website coastcapitalsavings.com/legal/whistleblower-reporting


Coast Capital Savings has committed to protecting its members by adopting a number of Voluntary Codes of Conduct and Public Commitments. We have adopted the below list of guidelines into our business model.

  1. Canadian Code of Practice for Consumer Debit Card Services
  2. Online Payments
  3. Guidelines for Transfers of Registered Plans
  4. CBA Code of Conduct for Authorized Insurance Activities
  5. Principles of Consumer Protection for Electronic Commerce: A Canadian Framework
  6. Plain Language Mortgage Documents – CBA Commitment
  7. Low-Cost and No-Cost Bank Accounts
  8. Code of Conduct for the Credit and Debit Card Industry in Canada
  9. Code of Conduct for Bank Relations with Small and Medium-sized Businesses
  10. Commitment on Modified or Replacement of Existing Products & Services
  11. Code of Conduct for Federally Regulated Financial Institutions – Mortgage Prepayment Information
  12. Commitment to Provide Information on Mortgage Security
  13. Commitment on Powers of Attorney and Joint Deposit Accounts
  14. Code of Conduct for the Delivery of Banking Services to Seniors

You can find more information on our website in our Personal and Business Accounts and Services Agreements, and Policies and Documents web page.