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Resolving your complaint

    Talk to us about your complaint

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

    As a valued member of Prospera, we are committed to doing everything we can to resolve the complaint you are experiencing relating to a Prospera 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.

    • 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 Member Service 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 advisor 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 use your online banking to submit a secure message about your complaint via the ‘Contact Us’ section at the bottom of the page. Alternatively, you can contact your Branch Advisor or our Member Service Centre.

    For complaints related to our Auto or Equipment Financing products or services, contact our Prospera Auto Equipment Finance Team:

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

    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 advisor 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 advisor 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 our Complaint Resolution Office. If you choose to appeal against 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 Prospera.

    Contacting a regulatory body or the 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

    How to reach us

    Call our Member Service Centre

    Toll free
    1 888 440 4480

    Monday to Friday
    8 am - 8 pm

    Saturday 9 am - 5 pm

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    Send us an email

    Fill out our contact form

    Meet online or in person

    Book an appointment


    View branch locations or find an ATM

    ®The Collabria Mastercard is issued by Collabria Financial Services Inc. pursuant to a license from Mastercard International Incorporated. Mastercard, World Elite and the circles design are registered trademarks of Mastercard International Incorporated. The Collabria Visa Card is issued by Collabria Financial Services Inc. pursuant to a licence from Visa. Trademark of Visa Int., used under licence.