Complaint resolution

STEP 1 - GET IN TOUCH WITH A BUSINESS LOCATION, A REGIONAL OFFICE, OR THE CLIENT CONTACT CENTRE

In most cases, your request can be handled quickly by business location, regional office, or Client Contact Centre staff at 1-888-359-1357. They are available to listen to you, address your concerns and offer a solution within a maximum of 14 days.

STEP 2 - SUBMIT YOUR COMPLAINT TO THE OFFICE OF DISPUTE MANAGEMENT

If you have not been able to obtain satisfaction through a business location, a regional office or the Contact Client Centre and you want a review of your request, you may contact the Office of Dispute Management who will be pleased to assist.

If you have already submitted a request in Step 1, you do not need to complete the form again. Enter your last name and reference number and click SUBMIT.

To contact the Office of Dispute Management

E-mail	gestionplaintes@uni.ca
Telephone	1-833-726-8218

STEP 3 - SUBMIT YOUR COMPLAINT TO THE COMPLAINTS COMMISSIONER

Are you still not satisfied? You may then contact the Complaints Commissioner.

The Complaints Commissioner is responsible for offering members and clients an alternative for responding in relation to unresolved complaints in a neutral, impartial manner. This person is empowered to strive to resolve disputes between UNI and its members and clients. To this end, they are given unlimited freedom in carrying out their duties and fulfilling their mandate. The Complaints Commissioner strives either to find a solution that is acceptable to both the member and client and the institution or to make a recommendation for resolving the complaint. The Complaints Commissioner is not empowered to oblige any member and client or the institution to accept their recommendations.

The Complaints Commissioner does not investigate complaints relating to:

• decisions concerning the extension of credit or risk management
• the implementation or amendment of policies, procedures, products or services
• the establishment or modification of interest rates, service charges or lender fees
• the decision to close an account
• issues concerning which UNI no longer holds archived information
• matters currently or previously brought before a court or other independent dispute resolution entity

As a result, they may not access information concerning a member and client who has submitted a complaint without that member and client's consent.

If you have already submitted a request in Step 1 or Step 2, you do not need to complete the form again. Enter your last name and reference number and click SUBMIT.

To contact the Complaints Commissioner

E-mail	commissaire@uni.ca
Telephone	1-844-983-0638

STEP 4 - CONTACT EXTERNAL COMPLAINTS BODIES

Ombudsman for Banking Services and Investments (OBSI)

The OBSI is an external, independent service for resolving banking services and investment disputes.

However, before submitting your complaint to the OSBI, please ensure that you have already followed the previous steps as outlined above. If the complaint you submit to us is not resolved to your full satisfaction, or if you do not receive a response from us within 56 days, you may contact the OBSI, which will conduct a detailed review of the dispute. You have 180 days to send them your complaint.

The OBSI is not a regulator and, given their impartiality, does not represent the interests of either consumers or industry. Its services are free to consumers.

Financial Consumer Agency of Canada (FCAC)

At any point, you are free to contact the Financial Consumer Agency of Canada (FCAC).

The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws and voluntary commitments and codes of conduct. For example, financial institutions are required to provide consumers with information about complaint handling procedures, fees, interest rates and branch closures. If you have a complaint concerning a violation of a consumer protection law or a voluntary commitment or code of conduct, you may contact the FCAC at:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa Ontario  K1R 1B9
Telephone: 1-866-461-2232

For a complete list of federal consumer protection legislation, voluntary commitments and codes of conduct, visit the FCAC website at www.fcac-acfc.gc.ca.

Note: The FCAC does not provide reparations or compensation.