Do you have a complaint?
At Moya Financial, we take your complaints seriously. Should you have a concern, we are committed to finding a solution that meets your needs and that may help us to improve our service to all our members.
The best way to address an issue is to raise it immediately with the person with whom you’re dealing. Even if you don’t notice the issue right away, you can always get in touch with us at any time to voice your concern. Please use the contact options provided below.
Before you begin, be sure to:
- Have any supporting documents available.
- Consider what solution you think is appropriate.
To help us serve you better, please follow these three steps:
STEP 1: TELL US ABOUT YOUR ISSUE
- Visit: Moya Main Branch, 747 Brown’s Line
- Call: 416-255-1742
- Submit: Send us your feedback! Go to Contact Us and fill out the form located at the bottom of the page.
For your security and safety, please do not send your account or PIN numbers, user names, passwords or any other information by e-mail.
STEP 2: ESCALATE YOUR ISSUE
You can do so in the following ways:
Escalate the issue directly with a manager by phone during business hours or email any member of our senior management team or Board of Directors:
- Call: 416-255-1742
- E-mail: email@example.com
For your own security and safety, never send your account or PIN numbers, user names, passwords or any other confidential information by e-mail.
If you are not satisfied with the resolution provided from Step 2, you can proceed to Step 3 to escalate to a Moya Financial Complaints Officer. Be sure to have a decision in writing before escalating further.
STEP 3: ESCALATE IN WRITING TO THE MOYA FINANCIAL COMPLAINTS OFFICER
Please review the following information prior to escalating to Moya Financials’ Complaints Officer.
The Complaints Officer will remain committed to impartial investigation and review of the unresolved, escalated issue after the completion of the first two steps described above. The Complaints Officer will keep the Senior Management of Moya Financial updated on the issue. This process will be completed within 5-10 business days and the resolution will be communicated via email.
The Moya Financial Complaints Officer will make a complete, objective investigation and act as a liaison between customers and the business area.
Escalations to the Complaints Officer must be made in writing. Please be sure to provide your contact information, details of your concerns, and your proposed resolution. You can send your complaints to:
- Email: firstname.lastname@example.org
- Mail: Attn: Complaints Officer, 725 Browns Line, Toronto, ON, M8W 3V7
If you have questions about the complaints process or require assistance in escalating the complaint, you can reach us at 416-255-1742.
If you require further assistance after the decision of the Complaints Officer, the following independent services may provide you with information and a further review of your issue. This agency may contact Moya Financial to facilitate their investigation and work toward a resolution.
Financial Services Commission of Ontario (FSCO)
Financial Consumer Agency of Canada
- Website: www.fcac-acfc.gc.ca
- Phone: 1-866-461-3222
- Mail: 427 Laurier Avenue W, 6th Floor, Ottawa, ON K1R 1B9
Office of the Privacy Commissioner of Canada (OPCC)
- Website: www.priv.gc.ca
- Phone: 1-800-282-1376
- Fax: 1-819-994-5424
- Mail: 30 Victoria Street, Gatineau, QC K1A 1H3