Member Compliments and Concerns

In most cases, concerns can be quickly resolved by any of our branch staff by simply making us aware of an issue. If a staff member is unable to resolve your concern, it will be escalated to the Branch Manager.

Wherever possible, we will aim to provide resolution within one business day from when the complaint was received.

If your concern requires more investigation, we will keep you informed throughout the process.

Or, if your concern has not been addressed in branch, you can file a member concern for further investigation

If your concern has not been resolved to your satisfaction, you may complete a Member Concerns Form and return it to the branch, or submit it directly to the Member Concerns Officer.

What to expect:

• Your concern will be acknowledged within five business days.
• We will contact you to clarify the information we have or request additional information.
• We will share your concern and any documentation with the staff member and/or Branch Manager associated with the situation and initiate an investigation.
• Our goal is to resolve your concern within 10 business days.
• If there are delays in reaching a resolution, we will advise you of the progress on the investigation on an ongoing basis.
• Once resolved, we’ll provide you with a written response outlining the findings of our investigation and any next steps.

If, after completing the above steps, you feel your concern has not been resolved to your satisfaction, you can forward a written complaint to PenFinancial’s Director, Member Concerns.

When reaching out, please include a completed Member Concerns Form  or written details outlining your concern, your contact information and any supporting documents. Please do not include any confidential details such as SIN numbers or passwords as email correspondence is not guaranteed to be secure.

If you are not satisfied with the response from PenFinancial’s Director, Member Concerns, you may contact the Financial Services Regulatory Authority of Ontario (FSRA) for further review using this form.