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.

Resolving Your Complaint

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.

Reminder:  If your request requires the disclosure of confidential, account or personal information, please remember to log into your Online Banking account first to secure authenticity before filling in the form or give us a call. Do not send personal or account information by email.

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.
Call:  1.877.560.0100, 613.560.0100 or 416.252.5621 
Fax: 1.866.560.0177

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; press 1 then ext. 6344
Fax: 1.866.560.0177
Email: solutions.centre@alterna.ca
Mail: Alterna Solution Officer, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9

3. Contact our Internal Ombudsperson
If you have completed the first two steps and feel further action should be taken, you may contact either the Internal Ombudsperson.
Email: ombudsperson@alterna.ca 
Mail: Alterna Ombudsperson, 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
Email: contactcentre@fsrao.ca
Web: https://www.fsrao.ca/
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

Rob Paterson, our President & CEO is always happy to hear from you. You can contact him with your feedback the following ways:

Email: Rob@alterna.ca
Mail: President & CEO, 319 McRae Avenue, 1st Floor, Ottawa, ON K1Z 0B9