If your concern hasn't been resolved within the first two steps of motusbank's CHP, write to the Member Concerns Officer.
Once we receive your concern in writing, you’ll get an acknowledgement within five days. If your concern is within the Member Concerns Officer’s mandate and it’s been through the first two steps of the CHP, we’ll do a full investigation. Most investigations are finished within 4 - 6 weeks and you’ll get a resolution/recommendation in writing. Recommendations are non-binding and parties are free to accept or reject them and pursue other options for resolution.
It’s worth noting, that some issues fall outside of the Member Concerns Officer’s mandate. These could include credit granting policies or lending decisions; matters of policy such as interest rates, service fees and account closures; issues that are in litigation or have been decided by the courts; and transaction records that no longer exist (typically beyond seven years). If your concern falls outside of the mandate of the Member Concerns Officer, we’ll let you know in writing.
Note: Please do not include any confidential information as email correspondence is not guaranteed to be secure.
Member Concerns Officer
3280 Bloor Street West
Centre Tower, 7th Floor Reception
Toronto, Ontario M8X 2X3