Compliments and Concerns

At Alterna, we are accountable to, answer to, and work hard for you every single day. If you have a great experience you would like to share, or problem you would like addressed, we encourage you to contact us.

Complaint Resolution Process

If you have a concern with our service it will most likely be addressed at your branch or through the Contact Centre. Sometimes we will need to investigate further to make sure you are satisfied.

Here are the steps for a quick resolution:

1. Talk to us.
We are here to help. Please contact your branch or the Contact Centre first, and our staff will do their best to resolve your concern to your satisfaction.

2. Contact our Solution Centre.
If branch or Contact Centre staff are unable to resolve your complaint, please contact the Solution Centre for further investigation.
Call:  1.877.560.0100, 613.560.0100 or 416.252.5621 ext. 6344
Fax: 1.866.560.0177
Mail: Alterna Solution Officer, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9

3. Contact our Internal Ombudsperson or President & CEO.
If you have completed the first two steps and feel further action should be taken, you may contact either the Internal Ombudsperson or our President & CEO.
Email: or
Mail: Alterna Ombudsperson or President & CEO, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9

4. You may also contact the Financial Services Regulatory Authority of Ontario (FSRA) at any time.
Call: 1.800.668.0128
Fax:  416.590.7070
Mail: Financial Services Regulatory Authority of Ontario, Licensing & Market Conduct Division Credit Unions and Caisses Populaires Complaint.
Mailing Address: 5160 Yonge Street, 4th floor, Box 85, Toronto, ON M2N 6L9