Complaint Handling Process

Compliments & Concerns

At Libro we’re committed to service excellence and exceeding Owner expectations whenever possible.  If you have a great experience to share, or a problem or concern to bring forward, we encourage you to contact us.


Resolving your Problem or Complaint

Libro's goal is to manage complaints and resolve problems quickly, effectively and to the satisfaction of our Owners.  Sometimes, we will need to investigate further.


Steps for a quick resolution

STEP 1

Talk to us. If you have a problem or complaint it can usually be addressed by your Libro Coach, other staff members at your branch or through our contact centre, Libro Connect.  If the staff member handling your concern cannot address the issue on their own, they will escalate to the appropriate individual. You can contact your Coach through Secure Message in Online Banking  or by contacting your branch.

Find a Location

STEP 2

If you are not satisfied with how your concern was handled, you can refer your complaint to your Libro Coach’s manager for further investigation. You can escalate your concern through Secure Message in Online Banking or by contacting your branch. 

Find a Location

STEP 3

If you have completed the first two steps and feel further action should be taken, you can forward a written complaint to Libro’s Complaint Officer.

Contact Carol Normandeau

STEP 4

If you are not satisfied by the recommendation made by Libro’s Complaint Officer, you may contact the Financial Services Regulatory Authority of Ontario (FSRA) for further review.

Telephone:       416-250-7250

Toll free:            1-800-668-0128

Website:            https://www.fsrao.ca

Mail:                    Financial Services Regulatory Authority

                              5160 Yonge Street, 16th Floor

                              Toronto, Ontario, M2N 6L9

Compliments or concerns, our Leadership Team is always happy to hear from you.

Contact Leadership Team