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Submit a concern or complaint to Meridian

Submit a concern or complaint

How to submit a complaint to Meridian

We're committed to providing you with the best Member experience that we can. Still, we know we’re not perfect. If you have a complaint or concern, please follow our easy, 3-step Member Complaint Handling Procedures (“MCHP”). We’ll work with you to resolve the issue as quickly as possible.

Talk to your Branch, Wealth, or Business Banking Representative


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 ask to speak to the representative’s manager.

How to contact your branch, wealth, or business banking representative
Call your local 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 local branch)
Call international collect: 1-416-597-0165
Email: MeridianContactCentre@meridiancu.ca

a man sitting on a wheelchair with his headphones working on a laptop

Not satisfied? Contact your Branch Manager

If you aren’t satisfied with how your branch, wealth, or business banking representative  (or that individual's manager) handled your complaint, contact the Branch Manager.

Please note that your concern or complaint must be reviewed by the Branch Manager before being escalated further.

How to contact your Branch Manager
Call your local 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 local branch)
Call international collect: 1-416-597-0165
Email: MeridianContactCentre@meridiancu.ca

Complaint not resolved? Contact Member Relations

If you feel that your complaint hasn’t been fully resolved through the first two stages of our Member Complaint Handling Procedures, please submit it in writing to our 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: www.meridiancu.ca/contact-us/contact-member-relations

Mail:
Member Relations Office
75 Corporate Park Drive
St. Catharines, ON L2S 3W3

We’ll let you know that we’ve received your complaint within two business days. If your complaint is within the Member Relations Office's mandate and has been through the first two stages 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).

Additional Resources

Financial Services Regulatory Authority (FSRA)
If you're 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.