Neo Complaint Resolution Policy

Last Updated: 2 September 2020

Your Concerns are Important

Neo Financial strives to provide products and services that meet and exceed our customers expectations. We want to know when we’ve done something great, but also when we fall short of your expectations. In those situations, we want you to contact us so that we have the opportunity to correct any deficiencies.

Communicating Your Concern

Contacting us is easy. You can reach us by email at support@neofinancial.com or via phone during business hours at 1-855-636-2265.

Our agents handling these channels will generally be in the best position to understand your concerns and address them without undue delay.

If you feel you have not obtained a satisfactory answer, ask to speak with the individual's Manager. Your concern will be reviewed immediately.

Timely Handling

It is much easier to deal with issues immediately following the event. No matter how you communicate your concern, you can anticipate a response within five business days. Where the issue is complex, the actual resolution may take longer than the five business days.

Escalating Your Concern

If you are not satisfied with the outcome and feel that your concern has not been properly addressed, you are encouraged to communicate directly with our Head of Operations. This may be done in writing to:

Head of Operations
Attn: Customer Complaint
Suite 200, 632 Confluence Way SE
Calgary, AB T2S 2E9
E-mail: complaints@neofinancial.com

The communication should include the concern, the identification of a real or potential harm you have sustained or may sustain, and the requested remedial action. The Head of Operations will acknowledge receipt of the complaint within 5 business days.

The Head of Operations will conduct a formal, fair, and unbiased investigation of the concern; giving all involved parties an opportunity to share their understanding of the issue. Once the investigation is completed, the Head of Operations will provide a recommendation to those involved. Investigation and response may take up to 20 business days. This timeline is subject to:

  • The involved parties’ ability to provide timely information

  • The complexity of the issue

  • The volume of issues under investigation

If the complaint is related to the customer’s Card Account, the Head of Operations will also immediately engage the Director of Customer Relations at ATB Financial. Together, the Head of Operations and theDirector, Customer Relations will conduct the investigation in line with this policy and in accordance with ATB Financials’s Customer Feedback Policy.

If the complaint is related to the customer’s Savings Account, the Head of Operations will also immediately engage the Complaints Liaison Officer (CLO) at Concentra Bank. Together, the Head of Operations and the CLO will conduct the investigation in line with this policy and in accordance with Concentra Bank’s Complaint Policy.

External Resolution Bodies

If a customer has exhausted all other means, he/she has the option to write to an External Resolution Body with his/her concern.

Depending on the Neo Service, the following External Resolution Bodies should be contacted:

Card Account: If, following the investigation by Neo’s Head of Operations and ATB’s Director of Customer Relations, the complainant is not satisfied with the outcome of the investigation or the investigation itself, the complainant may file a complaint to the Alberta Ombudsman or may ask Neo and ATB to transfer the file to the Alberta Ombudsman.

Savings Account: If, following the investigation by Neo’s Head of Operations and Concentra Bank’s CLO, the complainant is not satisfied with the outcome of the investigation or the investigation itself, the complainant may file a complaint to the Ombudsman for Banking Services and Investments (OBSI) or may ask Neo and Concentra to transfer the file to the OBSI.

Additionally, The Financial Consumer Agency of Canada (FCAC) supervises federally-regulated financial institutions, such as Concentra Bank, to ensure they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors industry codes of conduct and public commitments designed to protect the interest of consumers.

These consumer protection laws cover a variety of operating practices that directly affect our customers. For example, financial institutions must provide you with information about their fees and charges as they relate to:

  • a deposit account,

  • the disclosure of or manner of calculating the cost of borrowing involving a loan, and

  • a payment, credit or charge card.

For more information on regulatory issues governed by the FCAC, please contact by telephone1-866-461-3222 or view the website at www.fcac-acfc.gc.ca

Regulatory complaints should be addressed in writing to:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa ON K1R 1B9

Each complaint will be assessed by the FCAC on a case-by-case basis to determine whether a compliance issue exists and if so, the necessary action to be taken.

Neo Privacy Policy and Neo Platform Terms and Conditions, including Reward Program Supplemental Terms and Conditions: The concern will be finally resolved by confidential arbitration before a single arbitrator in accordance with the Arbitration Rules of the ADR Institute of Canada, Inc. The seat of the arbitration will be in Edmonton, Alberta or wherever convenient or necessary as determined by Neo acting reasonably. There will be no appeals of any kind. The language of the arbitration will be English unless otherwise required by applicable law or agreed to by you and us. Neo will pay the reasonable arbitration costs.

Contact Details for External Resolution Bodies

Alberta Ombudsman Ombudsman for Banking Services and Investments ADR Institute of Canada
Suite 700, 9925 - 109 St. NW
Edmonton, AB T5K 2J8

Phone: 1 888 455-2756
Fax: 780-427-2759
Suite 2400, 20 Queen Street W. P.O. Box 8
Toronto, ON M5H 3R3

Phone: 1 888 451-4519
Fax: 1 888 422-2865
Email: ombudsman@obsi.ca
Varies, arbitrator will be determined by Neo