Last Updated: June 30, 2022
Your Concerns are Important
Neo Financial Technologies Inc. (“Neo”, “we” or “us”) strives to provide products and services that meet and exceed your expectations. We want to know when we’ve done something great, but also when we fall short. In those situations, please contact us so that we have the opportunity to resolve any concerns.
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, resolution may take longer.
Communicating Your Concern
Generally, these individuals will be in the best position to address your concern.
If you feel you have not obtained a satisfactory answer, ask to speak with the individual’s Manager.
Escalating Your Concern
If you feel that your concern has not been properly addressed, you are encouraged to communicate directly with our Chief Complaints Officer in writing or electronically at:
If your concern is related to your Neo Card, the Chief Complaints Officer will also engage the Director of Customer Relations at ATB Financial to assist with resolution.
If your concern is related to your Neo Money Account, the Chief Complaints Officer will also engage the Complaints Liaison Officer at Concentra to assist with resolution.
External Resolution Bodies
If you are not satisfied with our final response, you may also escalate your concern to an external resolution body:
If your concern relates to your Neo Card, and you are not satisfied with our final response, you may escalate your concern to the Alberta Ombudsman (the external resolution body for ATB Financial, the issuer of the Neo Card).
The Alberta Ombudsman is mandated to determine administrative fairness and investigate written complaints from individuals who feel they have been treated unfairly by an administrative decision, act, omission or recommendation of an Alberta Government department, board, agency or commission, and some other professional organizations.
Matters can be referred to the Alberta Ombudsman in writing at:
Neo Money Account
If your concern relates to your Neo Money Account, and you are not satisfied with our final response, or if we are unable to resolve your concern within 56 days, you have the option of escalating your concern to the Ombudsman for Banking Services and Investments (OBSI).
OBSI is an independent and impartial service which resolves disputes between its participating banking and investment firms and their customers if they can’t solve them on their own. Its services are free to consumers.
Matters can be referred to OBSI in writing at:
Additionally, the Financial Consumer Agency of Canada (FCAC) supervises federally-regulated financial institutions, such as Concentra, to ensure they comply with federal consumer protection laws, voluntary codes of conduct, and public commitments. 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, or a payment, credit or charge card.
If you have a complaint concerning any of the above, you can contact the FCAC by phone toll free at 1-866-461-3222, or via their website at www.canada.ca/en/financial-consumer-agency or in writing at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa ON K1R 1B9
FCAC only investigates complaints that relate to a possible breach of market conduct obligations and does not provide personal redress or compensation.