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Submit a concern or complaint to Meridian

Submit a concern or complaint

Meridian is where banking feels good for our Members. We care about giving our Members a positive experience every time they visit us.

As Meridian values local decision making, Branch Managers and Local Leadership Teams are empowered to resolve complaints at the first point of contact. Meridian’s Member Relations Office is the final escalation point for complaints that cannot be resolved by the Branch Manager and Local Leadership Teams. If a Member is unsatisfied with the resolution proposed by the Branch Manager and Local Leadership Teams, they may contact the Member Relations Office by submitting their concern in writing.

All complaints must follow the Member Complaint Handling Procedure. Complaints directed to Executive Officers or the Board of Directors will be forwarded to the Member Relations Office.

Meridian operates as a cooperative business, and as such strives to make decisions in the best interest of the entire Membership.

How to submit a complaint to Meridian

If you have a complaint or concern, please follow our easy 3-step Member Complaint Handling Procedure (MCHP). We’ll work with you to resolve the issue as quickly as possible.

Step One: 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 on Meridian's website.

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

Step Two: 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 or Local Leadership Team.

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 on Meridian’s website.

Get in touch with your Branch Manager 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

Step Three: 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 Procedure (MCHP), please submit your concern 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

The Member Relations Office will let you know that they have 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, they will start a full investigation.

Most investigations conclude within 4 to 6 weeks (to a maximum of 90 days), and you will receive a resolution or recommendation in writing. Member Relations will review business decisions to ensure that policy has been followed. Some matters fall outside of the Member Relations Office’s mandate. Member Relations does not override or make exceptions to existing policies for matters such as credit or lending decisions; 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.

Additional Resources

If you're not satisfied with the resolution presented by our Member Relations Office, you may refer your complaint to FSRA, an independent external regulator for Ontario-based Financial Institutions, for further review. 

Financial Services Regulatory Authority of Ontario 
25 Sheppard Avenue West, Suite 100 
Toronto, ON M2N 6S6 

Telephone: (416) 250-7250 
Toll Free: 1-800-668-0128 
Fax: (416) 590-8480 
TTY: 1-800-387-0584 

Website: https://www.fsrao.ca/

FSRA requires Members to obtain a final position letter from Meridian prior to filing a complaint for investigation.