Complaint Handling Process

Our Complaint Handling Process

We value your opinion and comments and want to know if you have a problem with any of our products or services so we can resolve it and improve our service experience. We aim to investigate and resolve all complaints in a fair, transparent, and timely manner.

If you have a concern or problem of any sort, we encourage you to take the following steps:

Step 1: Talk to your Branch Expand/Collapse

If you are not satisfied with one of our products or services, please do not hesitate to raise it at your branch with a member of our staff. Each of our branches has a branch manager who can also assist should you need to escalate your complaint.

Once we receive your complaint, we will do our best to resolve the issue quickly. If it takes longer than ten business days, we will contact you and follow up accordingly.

Step 2: Contact our Complaint Handling Officer Expand/Collapse

If the person you speak to at the branch is not able to resolve your concern to your satisfaction and/or if we determine that your complaint requires a deeper internal review or investigation, your complaint may be escalated.

Escalate your concern:

Step 3: Contact our Ombudservice Expand/Collapse

If we are unable resolve your complaint or you are not satisfied with our final decision, or if 90 days have passed since you formally complained to us, you may contact our external complaints handling body, the Ombudsman for Banking Services and Investments (OBSI).

OBSI is an independent dispute-resolution service that investigates unresolved disputes at no charge to you. You must contact OBSI within 180 days of receiving our final decision. OBSI’s contact information is below.
 
OBSI
PO Box 8
Toronto, ON M5H 3R3
Email: ombudsman@obsi.ca
Website: www.obsi.ca
Link to on-line complaint submission form
Toll-free: 1.888.451.4519
TTY Telephone: 1 (844) 358-3442
 
For more information about OBSI’s complaint process, you can visit their website or contact them directly.

Complaint Assessment

We assess complaints based on their level of severity in order to ensure appropriate action is taken:

  • Tier 1 complaints are point-of services complaints which can be addressed informally at the branch level (Step 1).
  • Tier 2 complaints are more serious complaints that require deeper internal review or investigation or ones which are not successfully resolved informally at the branch level (Step 2).
  • Tier 3 complaints are ones that are not successfully resolved through our internal complaints handling process and which require external review (Step 3).

Record Keeping

You have a right to expect that your complaint will be handled confidentially and that the principles contained in our Privacy Policy will be observed when we collect, store, and use personal information obtained in the context of responding to a complaint.

While it may be necessary to disclose your personal details to the staff member whose actions or decisions are the subject of the complaint, your personal details will not be disclosed to other staff within the organization who do not have a need to know this information. Once the complaint is resolved and matter concluded, internal sharing of anonymized complaints help us learn and identify what improvements are needed to prevent similar problems from occurring in the future.
If you have any questions regarding this feedback process, please contact your branch or our email us at: memberconcern@northsave.com