How to submit a complaint to Meridian
We're committed to providing you with the best Customer experience that we can. Still, we know we’re not perfect. If you have a complaint or concern, please follow our easy, 3-step Customer Complaint Handling Procedures. We’ll work with you to resolve the issue as quickly as possible.
Talk to our Customer Service Department
Most problems are solved at the first point of contact. Start by talking to our Customer Service team.
How to contact our Customer Service department?
You can email, mail or call us directly:
Email: client.service@meridianonecap.ca
Toll-free: 1-866-986-6738
Mail:
Customer Service - MOCC
PO Box 30597 RPO Madison
Burnaby, BC
V5C 6J5
Or complete this simple online form and we'll respond to you directly.
Not satisfied? Contact our Customer Service Manager
If the Customer Service representative was not able to help you, escalate your concern to the Customer Service Manager.
Please note that your concern or complaint must be reviewed by the Customer Service Manager before being escalated further.
How to contact the Customer Service Manager:
Email: client.service@meridianonecap.ca
Toll-free: 1-866-986-6738
Mail:
Customer Service - MOCC
PO Box 30597 RPO Madison
Burnaby, BC
V5C 6J5
Or complete this simple online form and we'll respond to you directly.
Complaint not resolved? Contact the Director of Operations and Portfolio Servicing
If your concern hasn’t been resolved within the first two steps, write to our Operations and Portfolio Servicing Director or your Regional Sales Director. If you still have an issue, ask to speak to the final line of contact, our Vice President of Operations or Vice President of Sales.
Once we receive your concern in writing, we’ll send you an acknowledgment within three business days. If your concern is within the Director’s mandate, we will conduct a full investigation. Most investigations are finished within four-to-six weeks and you’ll receive a resolution/recommendation in writing. Recommendations are non-binding and parties are free to accept or reject them and pursue further options for resolution.
Issues that fall outside of the Director’s mandate include those pertaining to credit granting policies or lending decisions; matters of policy such as interest rates, service fees and account closures; issues that are in litigation or have been decided by the courts; and transaction records that no longer exist (typically beyond seven years). If your concern falls outside of the Director’s mandate, we’ll let you know in writing.
How to reach our Operations and Portfolio Servicing Director:
Email: client.service@meridianonecap.ca
Mail:
Customer Service - MOCC
PO Box 30597 RPO Madison
Burnaby, BC
V5C 6J5
Or you can fill out this form below:
We’ll let you know that we’ve received your complaint within three (3) business days and will follow up biweekly with any updates. All complaints will be resolved within 90 days or less.