You can resolve most complaints by talking to the representative you’ve been dealing with. If you aren’t satisfied with how they handle your complaint you can refer the complaint to the representative’s manager.
 
How to contact your Branch, Wealth, or Business Banking representative
Call your home branch directly. You can find branch contact information with our Branch Locator.
 
Get in touch with your branch through our Contact Centre
Call Toll Free: 1-866-592-2226. Select option 1 (request your Home Branch)
Call International Collect: 1-416-597-0165
Email: MeridianContactCentre@meridiancu.ca

If you aren’t satisfied with how your Branch, Wealth, or Business Banking representative (or that individual's manager) handles your complaint, contact the Branch Manager.
 
How to contact your Branch Manager
Call your home branch directly. You can find branch contact information with our Branch Locator.
 
Get in touch with your branch through our Contact Centre
Call Toll Free: 1-866-592-2226. Select option 1 (request your Home Branch)
Call International Collect: 1-416-597-0165
Email: MeridianContactCentre@meridiancu.ca

If your complaint has not been resolved within the first two steps of Meridian’s MCHP, please submit it in writing to the Member Relations Office. This office works closely with Members and relevant Meridian business units to investigate complaints. They are committed to helping everyone reach a fair, reasonable and transparent resolution.
 
How to contact Member Relations
Website: meridiancu.ca/ContactMemberRelations
Email: yourfeedbackmatters@meridiancu.ca
           
Mail:
Member Relations Office
75 Corporate Park Drive
St. Catharines, ON L2S 3W3
 
Once we get your complaint in writing we’ll send you an acknowledgement within two business days. If your complaint is within the Member Relations Office's mandate and has been through the first two steps of the MCHP, we’ll start a full investigation. Most investigations conclude within 4 to 6 weeks and you will get a resolution or recommendation in writing. Any recommendations are non-binding and parties are free to accept or reject them and pursue other options for resolution.
 
Some matters fall outside of the Member Relations Office’s mandate. These include: credit granting policies or lending decisions; matters of policy such as interest rates, service fees and account closures; issues that are in litigation or have been decided by the courts; and transactions for which the Meridian’s records no longer exist (typically seven years).

If you want more information or are still not satisfied after receiving the Member Relations Office’s decision, the following external agencies can provide you with information and a further review of your complaint.

Financial Services Regulatory Authority (FSRA)
If you are not satisfied with the recommendation made by our Member Relations Office, you can refer your complaint to the FSRA, an independent external regulator for Ontario-based Financial Institutions, for further review.
 
Telephone: 416-250-7250
Toll free: 1-800-668-0128  
Website: https://www.fsrao.ca/
           
Mail:
Financial Services Regulatory Authority
5160 Yonge Street, 16th Floor
Toronto, Ontario M2N 6L9


Office of the Privacy Commissioner of Canada (OPC)
The OPC oversees compliance with Canada's privacy laws, and you can contact them at any time with a privacy complaint.
 
Toll-free: 1-800-282-1376
Online Form: On the OPC website
           
Mail:
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3
 
Note: Please do not include any confidential information as email correspondence is not guaranteed to be secure.