Resolving Your Complaint

Talk to us about your complaint.

Effective May 6, 2026, Sunshine Coast Financial is part of the Coast Capital Savings Federal Credit Union family of brands.

As a valued member of Sunshine Coast Financial, we are committed to doing everything we can to resolve the complaint you are experiencing related to a Sunshine Coast Financial product or service. Your feedback is also vital to help us improve the quality of our products and services that we provide to our members.

To ensure your complaint is addressed as quickly as possible, it’s often best to start where the problem began. Please follow these steps to inform us about your complaint:

• Assemble all supporting documents concerning your complaint, paying special attention to the date(s).
• Be clear about the circumstances of your complaint and determine what you would like us to do.

How to contact us.

In most cases, our branch and call centre employees are best positioned to resolve a complaint quickly and most effectively if given the opportunity to do so. If you’re not satisfied with the resolution you’ve received from the staff member you’re in contact with, you can ask to speak to a manager. Each of our business areas is managed by a leader with decision-making authority to address most concerns.

If you are an existing member, you can contact by using our secure form. 

Alternatively, you can contact your branch advisor or our member service centre.

• Find a Sunshine Coast Financial Branch: Click here to find a branch
• Contact our member service centre: 604.740.2662
• Write to us via our contact us page or at inquiries@sunshineccu.net

For complaints related to statements, rewards, credit reporting and transactional issues such as fees, charges or unauthorized transactions on your Visa card issued by Collabria Financial Services, you may contact Collabria Financial Services directly:

• Call toll-free in north America: 1.855.341.4643
• Email: info@collabriafinancial.com

How we handle your complaints.

Usually, the best way for us to address your complaint is to raise the issue as soon as it comes up with the staff member you are already in contact with. If you don’t notice the issue right away, you can still get in touch with us at any time to voice your complaint.

If your complaint is not resolved by the staff member within 14 calendar days of being communicated, it will be escalated to our Member Relations Team or the appropriate designated complaint handling team. You may also request escalation at any time.

Once received, the designated complaint handling team will work with you to provide a resolution in a timely manner.

If you are not satisfied with the resolution provided by our designated complaint handling team, you may appeal the decision to Sunshine Coast Financial’s Complaint Resolution Office. If you choose to appeal the decision, we will forward it on your behalf to the Complaint Resolution Office. The Head of the Complaint Resolution Office is the most senior person responsible for escalated complaints within Sunshine Coast Financial.

Contacting a regulatory body or external complaints body.

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws. Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body:

Ombudsman for Banking Services and Investments

20 Queen Street West, Suite 2400
PO Box 8, Toronto, ON M5H 3R3
ombudsman@obsi.ca
www.obsi.ca
Toll-free in North America: 1.888.451.4519

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Website:

www.canada.ca/fcac

Online form:

https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1.866.461.FCAC (3222)
For service in French: 1.866.461.ACFC (2232)
For calls from outside Canada: 613.960.4666

Teletypewriter (TTY):

1.866.914.6097 / 613.947.7771

Video Relay Service:

FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2

We are always here to help