To report a lost or stolen card, please call Collabria:
Canada and U.S.: 1-855-341-4643
International Collect: 1-647-252-9564
For account inquiries, to check your balance, please call our Call Centre or Collabria.
Your CU Phone: 1-800-379-7757
Collabria Toll Free: 1-800-341-4643
In accordance with our Market Code of Conduct, Your Credit Union’s goal is to manage complaints and resolve problems quickly, effectively and to the satisfaction of our members. If you have a concern with our service, please follow the below steps:
First Step: Talk to your Branch
Speak with a branch employee. A problem or complaint can usually be addressed by our Member Service Officers, other staff members at your branch or through our contact centre. If the staff member handling your concern cannot address the issue independently, they will escalate to the appropriate individual.
Second Step: Write to our Complaint Officer
If you are unsatisfied with how your concern was handled, you can refer your complaint to our Complaint Officer at Complaint.Officer@yourcu.com for further investigation. Our Complaint Officer reports directly to the CEO and has been appointed to undertake an impartial review of all unresolved member complaints.
Third 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 Your Credit Union has not been able to resolve your complaint within a reasonable time, contact FSRA.