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Member Complaint Handling Process

If an occasion arises where a member may feel we have not lived up to our commitment of efficiency, accuracy and courtesy, we have the following process to help resolve a complaint. 

We are dedicated to serving every member with grace, efficiency and accuracy. Hearing feedback from you, our members, helps us to learn, grow and improve our service in the future, so please send your feedback our way – complaints, compliments or suggestions are appreciated. If you have feedback for us, we have developed the following process to help address and resolve a complaint.

Gather your facts and submit your feedback by calling us at 1.877.426.0506 or go into one of our branches.

  • Before you call or come in with a complaint, put together any relevant paperwork. Try to pinpoint the date when this issue arose.  Get the names of any staff members involved and finally get a clear picture of the what the circumstances were and what outcomes you would like to see.

  • Have a discussion with the person responsible for the actions that caused your complaint. It is easiest to review the issue and make correction at the place where the problem started.

When your feedback is not addressed/resolved with the team member you are dealing with, you can request an escalation to our Personal Banking Manager or Business Banking Manager who will connect with you to discuss your concern. Our Personal Banking Manager or Business Banking Manager investigates concerns in collaboration with the leadership of the area responsible, ensuring a fair and unbiased review is completed. A full explanation of the final outcome will be provided to you.

If you have gone through the previous steps and are still dissatisfied, you have the option to make a formal complaint to the Ombudsman for Banking Services and Investments (“OBSI”). We are a member of this organization that helps members and us resolve complaints.  More information can be found on their website.

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