Our goal at Mainstreet Credit Union is to deliver service excellence and to exceed member expectations whenever possible. Managing complaints and resolving problems quickly, efficiently, and in a way that meets members' needs is Mainstreet Credit Union's goal.

If you have a complaint or concern we would like to hear from you.

Our steps and process are as follows:

Step 1: If you have a problem or complaint, it can usually be addressed by a Mainstreet Credit Union staff member at your branch, or through our Member Experience Centre (MEC). If the branch or MEC representative isn't able to resolve the issue themselves, they will escalate the matter to the appropriate person.

Step 2: If you are not satisfied with the response to your concern, you can contact our Director of Retail Advice, Shelly Mitchell.

Step 3: If you have taken the first two steps and feel that more action is required, you can file a formal complaint with Mainstreet Credit Union's Complaint Officer, Kelcey Kucharski.

Step 4: If you are not satisfied by the recommendation made by Mainstreet’s Complaint Officer, you may contact the Financial Services Regulatory Authority of Ontario (FSRA) 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

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