Complaint Resolution

At Rapport, we are accountable to, answer to, and work hard for you every single day. If you have a great experience you would like to share, or problem you would like addressed, we encourage you to contact us.

Complaint Resolution Process

If you have a concern with our service, it will most likely be addressed at your branch or through our Member Assistance Call Centre. Sometimes we will need to investigate further to make sure you are satisfied.  Here are the steps for a quick resolution:

  1. First Step: Talk to your Branch
    If a branch employee is not able to resolve a concern to your satisfaction, please speak to the Branch Manager, who has the authority to resolve the majority of problems that arise. Every effort will be taken to document the issue as received. If the issue is unclear, the Branch Manager may request the complaint to be submitted in writing.
  2. Second Step: Call, Email or Write to our Member Assistance
    If our branch staff are unable to resolve your complaint, please contact our Member Assistance Call Centre for further help.
    Call:  416 314 6772 or 1 888 516 6664
    Fax:  416 314 7805
    Email: help@rapportcu.ca
    Mail: Member Assistance 18 Grenville Street, Suite One Toronto, ON  M4Y 3B3
  3. Third Step: Write to our Ombudsperson
    Rapport’s Ombudsperson reports directly to the CEO and has been appointed to undertake an impartial review of all unresolved member complaints. If you have gone through the first two steps and remain dissatisfied, submit your complaint in writing to:
    Rapport Credit Union Ombudsperson
    18 Grenville St, Suite One
    Toronto, Ontario  M4Y 3B3
  4. Fourth Step: Speak with the Financial Services Commission of Ontario (FSCO)
    FSCO is responsible for overseeing the performance of the Ontario Credit Union and Caisse Populaire industry and compliance with Credit Union and Caisse Populaires Act, 1994 (CUCP Act). If you have been unable to resolve your complaint within a reasonable amount of time by your Credit Union then contact FSCO.
    Call: 1.800.668.0128
    Fax:  416.590.7070
    Web: www.fsco.gov.on.ca
    Mail: Financial Services Commission of Ontario, Licensing & Market Conduct Division Credit Unions and Caisses Populaires Complaint, 5160 Yonge Street, 4th floor, Box 85, Toronto, ON M2N 6L9
 

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