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    Complaints Process

    Member Process


    We appreciate the opportunity to address any concerns you have with Pathwise Credit Union.
    If you have a concern or complaint, we encourage you to contact us immediately by following the steps outlined below.

    Step 1:
    Gather details such as:
    • Date(s) of occurrence.
    • Supporting statements or documents, if any.
    • The names of any specific staff involved.
    • Consider the action you would like to see us take to address your concern.

    Step 2:

    Contact your branch in-person, by phone or by email.
    If the staff member is unable to assist you due to the nature of the issue, they may refer you to a supervisor or a manager. You may also request this referral yourself should you feel that your issue is not being addressed to your satisfaction.

    Step 3:

    If branch management is unable to assist you, due to the nature of the issue, they may refer you to the complaints officer or in his/her absence, the Chief Executive Officer (CEO). You may also request this referral yourself should you feel that your issue is not being addressed to your satisfaction.

    Branch Manager: Hira Khan
    Email:hkhan@pathwise.ca
    Phone: (905) 728-0428

    Complaints Officer: Mike Franklin
    Director, Sales & Member Experience
    Phone: (905) 924-1206 Email: mfranklin@pathwise.ca 

    Step 4:
    If your complaint has not been resolved to your satisfaction, you may wish to contact the Board of Directors in writing:
    EMAIL: boardofdirectors@pathwise.ca

    or

    Mail to:
    Pathwise Credit Union
    c/o: Chairperson / Board of Directors
    322 King St W, Oshawa, ON, L1J 2J9

    Thank you, in advance, for making your issue known to us. We take all member complaints very seriously and are committed to making every effort to resolve your concern.

    Contact us

    Simply fill out this form and we will get back to you within 2 business days.