Effective January 1, 2026, Kawartha Credit Union has amalgamated with Libro Credit Union. Kawartha Credit Union is now operating as Kawartha Financial Services, a division of Libro Credit Union Limited.
At Kawartha, we’re committed to service excellence and exceeding member expectations whenever possible. Your feedback matters to us. If something hasn’t met your expectations, we want to make it right. Our goal is to resolve complaints quickly, fairly, and transparently.
How to voice your concern
Step 1: Contact Us
If you have a problem or complaint, our branch and Contact Centre staff are here to help. If the staff member handling your concern cannot address the issue on their own, they will escalate to the appropriate individual.
- In-person: Visit your local Kawartha branch.
- Phone: Call our Contact Centre at 1-855-670-0510.
- Online: Complete our contact form and a member of our Contact Centre team will reach out to you.
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 by our team.
Step 3: Contact Complaint Officer
If you have completed the first two steps and feel further action should be taken, you can submit 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 OBSI (Ombudsman for Business Services & Investments)
If you are not satisfied with the solution provided by Libro’s Chief Complaint Officer (CCO), you can file a formal complaint with OBSI.
To file a complaint with OBSI, you need to ensure you follow their procedures: How the Complaint Process Works | OBSI
If you qualify, you can file your complaint here: Inquiry
Most banks and federal credit unions have 56 days to respond to your complaint. If the credit union has not responded to your complaint in 56 days or you are not happy with the resolution, then you can file a formal complaint with OBSI. You must give the credit union 56 days though.
You have 180 days to bring your complaint to OBSI after the credit union has given you their final response.
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