Resolving Your Complaint

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

Our team is here to help you every step of the way. Connect with us in person or over the phone:

Coast Capital Advice Centre Toll-free: 1.888.517.7000

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

If your complaint involves Auto Equipment Finance, call 1.877.293.0202

If the complaint was not resolved to your satisfaction, we may refer you to one of our designated complaint handling teams. Alternatively you can contact our Coast Capital Banking, or Auto Equipment Finance complaint handling teams:

For Coast Capital banking products:

Member Relations Team, Coast Capital
#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, Coast Capital
Attn: Credit Review Specialist
#800-9900 King George Blvd
Surrey, BC V3T 0K7

Local: 604.293.0202  Toll-free: 1.877.293.0202

If your complaint is related to a privacy concern, the matter may be referred to our internal Privacy Office, per our Privacy Policy.

Not satisfied? Contact the Coast Capital Complaint Resolution Office:

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

Local: 604.517.7765  Toll-free: 1.844.517.7765

OBSI

If you are not satisfied with the final decision from the Coast Capital Complaint Resolution Office, or if 90 days have passed since the escalation of your complaint, you may contact the Ombudsman for Banking Services and Investments (OBSI) about 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

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:

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

Coast Capital 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.