Compliments and Concerns

Your Voice Counts

It is the voices of our members that have shaped our Credit Union’s existence. We continue to grow, evolve and improve all from our members’ input. It is all part of “Taking Care of Our Own”. Let us know when we’ve done well or when we’ve let you down. We’re listening.

Compliment us:

Mail       CORPORATE OFFICE 
             105 Gordon Baker Road, Suite 222 Toronto, ON M2H 3P8
Phone   1.800.561.2557
Email     ContactUs@tpcu.on.ca

Positive feedback is important for all of our staff, for proper recognition please be sure to provide the name(s) of staff involved.

Concerns or Complaints Process:

We strive to provide our members with great service and a pleasant experience, but occasionally things can go wrong. Let us know if this happens or just when you want to voice your concerns. It matters to us, and we take it very seriously. By letting us know when things go wrong you help to make your Credit Union better and stronger for all members.

Our commitment is to acknowledge your contact within two business days of receiving it. Where possible, we aim to provide an immediate resolution to your concern. More complex issues may take longer to resolve, if this is the case we will communicate with you and advise when you can expect to hear back from us.

To assist you in rectifying any problems, or to better acknowledge your concerns, consider taking this approach:

STEP 1: 

  • Collect any relevant information including who you spoke to, where, date and time, as well as any documentation regarding your complaint or concern. Be prepared to advise us on your preferred method of reply: phone, email or mail.

STEP 2:

  • Contact our Call Centre at 1.800.561.2557 or at callcenter@tpcu.on.ca for immediate assistance, or
  • If the Call Centre is unable to provide a resolution, please contact your Branch Manager:

Mail      Toronto and College Branch- Attn: Peter Giftakopoulos
            105 Gordon Baker Road, Suite 103 Toronto, ON M2H 3P8
Phone  416.224.6724
Email    pgiftakopoulos@tpcu.on.ca

Mail      Durham Branch – Attn: Anna Gomes
           
3000 Garden Street, Unit 101B Whitby, ON L1R 2G6
Phone  905.839.7820
Email    agomes@tpcu.on.ca

Mail      York Branch – Attn: Diane Gelinas
           
18025 Yonge Street (at Bristol Road) Newmarket, ON L3Y 8C9
Phone  905.836.2699
Email    dgelinas@tpcu.on.ca

Mail      Peel Branch – Attn: Donna Aleksovski
           
7725 Kennedy Road South, Unit 1 Brampton, ON L6W 0B9
Phone  905.795.2274
Email   daleksovski@tpcu.on.ca

Mail      Halton Branch – Attn: Donna Aleksovski
           
4671 Palladium Way, Unit 2 Burlington, ON L7M 0W9
Phone  289.670.1005
Email   daleksovski@tpcu.on.ca

STEP 3:

If you are not satisfied with your resolution, please escalate your concern to:

  • The Manager of Retail Services, Bess Kominos-Estrela 

Mail      CORPORATE OFFICE - Attn: Manager of Retail Services 
            105 Gordon Baker Road, Suite 222 Toronto, ON M2H 3P8
Phone  416.224.6707
Email    ContactMgrRS@tpcu.on.ca

STEP 4:

If the manager of Retail Services is unable to provide a resolution you may wish to contact:

  • The Chief Executive Officer, Andy Doak 

Mail      CORPORATE OFFICE - Attn: Chief Executive Officer
            
105 Gordon Baker Road, Suite 222 Toronto, ON M2H 3P8
Phone  416.224.6701
Email    ContactCEO@tpcu.on.ca

STEP 5:

If the Police Credit Union is unable to resolve your concern, you may wish to contact the Financial Services Commission of Ontario.

 Mail      Financial Service Commission of Ontario
              Licensing & Market Conduct Division
              Credit Union & Caisse Populaire Complaints
              5160 Yonge Street
              4th Floor, Box 85
              Toronto, ON M2N 6L9
Phone    1.800.668.0128
Email      contactcentre@fsco.gov.on.ca

 

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