DO YOU HAVE A COMPLAINT ABOUT A PRODUCT OR SERVICE?
Complaint resolution
At UNI, our priority is your satisfaction, and we strive to find a fair and equitable solution for everyone. To help us quickly and effectively respond to your concerns, please follow the steps outlined below.
STEP 1 - Submit a complaint
In most cases, your complaint can be handled quickly by speaking directly to staff at the relevant business location or by contacting the Client Contact Centre at 1-888-359-1357. They are available to listen to you, address your concerns and offer a solution within 14 days.
If your complaint is not resolved within this timeframe, it is automatically escalated to Step 2. No action is required on your part.
STEP 2 - Request a review of my complaint
If you were unable to obtain satisfaction at Step 1, you can request a review of your complaint with the Office of Dispute Management. Click here to check if your complaint is eligible for review.
REQUEST A REVIEW.
Enter your last name and reference number.
You may also contact the Office of Dispute Management.
| gestionplaintes@uni.ca | |
| Phone | 1-833-726-8218 |
If your complaint is not resolved within the timeframe set out in Step 2, it is automatically escalated to Step 3. No action is required on your part.
STEP 3 - SUBMIT YOUR COMPLAINT TO THE COMPLAINTS COMMISSIONER
If you have been unable to obtain satisfaction after completing the Step 1 and Step 2, you can contact the Complaints Commissioner. Click here to check if your complaint is eligible for analysis.
The Complaints Commissioner is the last resort in the complaints process at UNI. The Commissioner acts in a neutral and impartial manner to facilitate the resolution of unresolved complaints between parties.
REQUEST AN ANALYSIS
Enter your last name and reference number.
You may also contact the Complaints Commissioner.
| commissaire@uni.ca | |
| Phone | 1-844-983-0638 |
Other recourse
Ombudsman for Banking Services and Investments (OBSI)
The OBSI is an external organization in the complaints handling process that provides independent, impartial recourse at no cost to help resolve banking and investment services disputes between customers and financial institutions. As an alternative to the legal system, we work informally and confidentially to find a fair outcome.
If you are dissatisfied with UNI's decision or if 56 days have passed since you submitted your complaint, you have 180 days after receiving our final written response to contact the OBSI.
Before you can contact the OBSI, you must first attempt to resolve your complaint directly with us.
Ombudsman for Banking Services and Investments (OBSI)
20 Queen West, Suite 2400, P.O. Box 8
Toronto (Ontario) M5H 3R3
Phone: 1-888-451-4519
Fax: 1-888-422-2865
TTY Phone: 1-844-358-3442
E-mail: ombudsman@obsi.ca
Website: www.obsi.ca
Other recourse option
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place.
If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments (OBSI) on its website www.obsi.ca.
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Website: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.
Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2
Complaint and Dispute Management
Branches, regional offices and the Client Contact Centre are the first points of contact for member and client complaints. If the complainant feels that their complaint has not been resolved to their satisfaction, they can then turn to the Office of Dispute Management and, as a last resort, to UNI's Complaints Commissioner.
The Complaints Commissioner analyzes each complaint independently and impartially, taking into account legislation, regulations and sound industry practices. He has complete freedom to act in carrying out their mandate, which is to review the decision or solutions proposed at previous levels. He may also submit recommendations to the various parties concerned.
ANNUAL DATA
| 2024 | |
|---|---|
| Complaints reviewed by the Complaints Commissioner | 3 |
| Closed complaints | 2 |
| Resolved complaints1 | 1 |
| Average time to review a complaint2 | 75 days |
2 Average time since the first interaction with the consumer.
Complaints handled by products
| Product | Number of files |
|---|---|
| Account | 3 |
Nature of complaints by category
| Account | |
|---|---|
| Transactional | 1 |
| Fraud | 1 |
| Other | 1 |
If you have a complaint concerning your personal information, you may contact:
Privacy Office
Chief Compliance Officer
UNI Financial Cooperation
295 St-Pierre Boulevard West, P.O. Box 5554
Caraquet NB E1W 1B7
confidentiality@uni.ca
If you have a complaint concerning the delivery of products and services to seniors, you may contact:
Office of the Senior's Champion
Compliance Direction
UNI Financial Cooperation
295 St-Pierre Boulevard West, P.O. Box 5554
Caraquet NB E1W 1B7
Telephone: 1-833-581-0698
seniorschampion@uni.ca