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Member Concerns Handling Procedure

Had a not-so-great experience? We want to make it right. Problem resolution starts with our three-step Concern Handling Procedure (“CHP”).
Whatever the issue, we will work with you to fix it as quickly as we can.
  • Step 1: Reach out to our Member Service team
    Most problems are solved at the first point of contact. Start by talking to our Member Service team. If the Member Service representative cannot assist you, you can request that a Member Service manager review your concern.
     
    Toll-free: 1 (833) 696-6887
    Email: concerns@motusbank.ca

    Note: Please do not include any confidential information as email correspondence is not guaranteed to be secure.

    Mail:
    Member Service - motusbank
    3280 Bloor Street West
    Centre Tower, 7th Floor Reception
    Toronto, Ontario M8X 2X3
  • Step 2: Talk to Member Service management
    If the Member Service representative can’t help you, escalate your concern to the Member Service manager.

    Toll-free: 1 (833) 696-6887
    Email: concerns@motusbank.ca

    Note: Please do not include any confidential information as email correspondence is not guaranteed to be secure.

    Mail:
    Member Service - motusbank
    3280 Bloor Street West
    Centre Tower, 7th Floor Reception
    Toronto, Ontario M8X 2X3
  • Step 3: Talk to our Member Concerns Officer
    If your concern hasn’t been resolved within the first two steps of motusbank’s CHP, you may write to the Member Concerns Officer.

    Once we receive your concern in writing, you’ll get an acknowledgment 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 will conduct a full investigation. Your complaint will be handled within 56 days from the day you first communicated your concern to motusbank and you will receive a resolution/recommendation in writing. Recommendations are non-binding and parties are free to accept or reject them and pursue other options for resolution.
     
    Email: concernsofficer@motusbank.ca

    Note: Please do not include any confidential information as email correspondence is not guaranteed to be secure.

    Mail:
    Member Concerns Officer 
    3280 Bloor Street West
    Centre Tower, 7th Floor Reception
    Toronto, Ontario M8X 2X3

Additional resources

If you require additional information or you are not satisfied with the Member Concerns Officer’s decision, these external agencies may be able to assist.
  • Ombudsman for Banking Services and Investments ("OBSI")
    The OBSI is an independent external concerns body. If you decide to contact the OBSI, please do it within 180 business days from the date you received a response from motusbank’s Member Concerns Officer.

    You can also contact OBSI if it has been more than 56 calendar days since you first contacted motusbank to express your concern and you have yet to receive a final response.
     
    Telephone: (416) 287-2877
    Toll-free: 1 (888) 451-4519
    Online Form: www.obsi.ca
    Email: ombudsman@obsi.ca

    Note: Please do not include any confidential information as email correspondence is not guaranteed to be secure.

    Mail:
    Ombudsman for Banking Services and Investments
    401 Bay Street, Suite 1505, P.O. Box 5
    Toronto, Ontario M5H 2Y4
  • Financial Consumer Agency of Canada ("FCAC")
    The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws and voluntary codes of conduct and public commitments. For example, financial institutions must provide consumers with information about fees, interest rates and complaint-handling procedures.

    If you have a concern regarding a potential violation of a consumer protection, voluntary code of conduct or public commitment, you may, at any time, contact the FCAC. 

    motusbank has adopted a number of Voluntary Codes of Conduct and Public Commitments that are designed to protect consumers. Please refer to www.motusbank.ca for further information.
     
    Toll-free: 1 (866) 461-3222
    Online Form: www.canada.ca
    Mail:
    Financial Consumer Agency of Canada
    427 Laurier Avenue West, 6th Floor
    Ottawa, Ontario K1R 1B9