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:  416 925 1107 or 1 888 516 6664
    Fax:  416 314 7805
    Mail: Member Assistance 18 Grenville Street, Suite One Toronto, ON  M4Y 3B3
  3. Third Step: Write to our Complaint Officer
    Rapport’s Complaint Officer 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 Complaint Officer
    18 Grenville St, Suite One
    Toronto, Ontario  M4Y 3B3
  4. Fourth Step: Speak with the Financial Services Regulatory Authority of Ontario (FSRA)
    FSRA is responsible for overseeing the performance of the Ontario Credit Union and Caisse Populaire industry and compliance with the Credit Unions and Caisses Populaires Act, 2020. If Rapport has not been unable to resolve your complaint within a reasonable amount of time, then contact FSRA.

    How to Resolve a Complaint Against a Credit Union or Caisse Populaire

    Mail: Complaints and Risk Assessment Branch
              Financial Services Regulatory Authority of Ontario (FSRA)
              25 Sheppard Avenue West, Suite 100, Toronto, ON, M2N 6S6
    Fax: 416-590-8480

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