Complaint Handling Process

Problems and Complaints

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

Voicing 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 – Contact a Coach

Talk to us. If you have a problem or complaint it can usually be addressed by your Libro Community Banking, Business Banking or Wealth 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 emailing us through our Contact Form.

STEP 2 – Contact a Manager

You can escalate your concern through the same contact methods if you are not satisfied with how your initial concern was handled.  Go to Secure Message in Online Banking or email us through our Contact Form.

STEP 3 – Contact Complaint Officer

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

 The Complaint Officer will confirm your complaint receipt within two business days. If your complaint has passed Steps 1 & 2, a full investigation will begin.  

Typically, investigations wrap up within 2-4 weeks (up to 60 days maximum), and you’ll get a written resolution or recommendation. The Complaint Officer ensures policies are followed in business decisions. The Complaint Officer does not override or make exceptions to existing policies for matters such as credit or lending decisions, account closures and issues that are in litigation or have been decided by the courts. 

STEP 4 – Contact FSRA

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.

Please note FSRA requires Owners to obtain a final position letter from Libro prior to filing a complaint for investigation.