Resolving Your Complaint

Talk to us about your complaint.

As a valued member of Coast Capital we appreciate your feedback and are committed to doing everything we can to resolve your complaint. Connect in person, by email or over the phone. Our frontline employees will work with you to attempt to resolve your complaint in a fair and consistent manner.

For Coast Capital banking products:
Coast Capital Advice Centre
Toll-free: 1.888.517.7000
Find a Coast Capital branch:
For Auto Equipment Finance:
Auto Equipment Finance

Contacting a designated complaint handling team.

If you are not satisfied with the resolution provided by our frontline employees, you may request that your complaint be escalated to the appropriate designated complaint handling team, or you may escalate the complaint directly.

If you are not provided with a resolution in 14 days of your complaint being communicated to us, we will escalate the complaint to a designated complaint handling team on your behalf.

Once received, a designated complaint handling team will continue working with you in an effort to provide you with a resolution to your complaint in a timely manner.

For Coast Capital banking products:
Member Relations Team
#800-9900 King George Blvd
Surrey, BC V3T 0K7

Local: 604.517.7764  Toll-free: 1.844.517.7764

For Auto Equipment Finance:
Auto & Equipment Finance Relations Team
Attn: Credit Review Specialist
#800-9900 King George Blvd
Surrey, BC V3T 0K7

Local: 604.293.0202  Toll-free: 1.877.293.0202

Contacting the Complaint Resolution Office.

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. The head of the Complaint Resolution Office is the most senior person responsible for escalated complaints within Coast Capital.

Complaint Resolution Office
#800-9900 King George Blvd
Surrey, BC V3T 0K7

Local: 604.517.7765  Toll-free: 1.844.517.7765

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 within 56 days of Coast Capital receiving your complaint.
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
PO Box 5, Toronto, ON M5H 2Y4
ombudsman@obsi.ca
www.obsi.ca
Toll-free: 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