Resolving Your Concerns
We appreciate your feedback and we’re committed to doing everything we can to resolve your concerns.
What You Need To Know
North Peace Savings and Credit Union and its employees are committed to delivering high quality service to members and customers. Our Market Code identifies the standards we adhere to as an organization, the way we conduct ourselves and how we treat you.
We work to maintain your trust while continuing to embrace our co-operative values. It is important for us to know when you have a problem so we can try to resolve it and retain your confidence. If you have a concern or complaint about the service we provide, or the products we offer, we want to hear from you. By solving your issue or concern, we will ultimately improve our service levels to all members.
Step 1: Collecting Information
Before you contact the credit union, you can save time by collecting all the relevant information regarding your concern in advance. This includes:
- Your membership number (found on your account statement or in online and mobile banking)
- The date(s) of occurrence
- Any supporting account statements or documents
- The names of the employee(s) involved
- Your thoughts about the circumstances
- What you would like the credit union to do to resolve the problem
Step 2: Talking to your Branch
It is generally easier to check the facts and resolve a problem where it originated. Please call or visit the employee you dealt with or the branch in question. If the employee you approach cannot help you resolve your issues, please ask to speak with the Manager. They will have the authority to resolve most problems right away. The sooner you contact the appropriate person, the sooner they can begin working on a solution.
Step 3: Escalating your Concern
If you have followed these steps and your issue is still not resolved, please share your information and who you have talked to with firstname.lastname@example.org. When you submit your information to this email address, you can expect to receive a confirmation email within two business days that we received your complaint and will be in touch.
Step 4: Contacting the Ombudsman
If after you have taken these steps (1 through 3) and you still feel your complaint is not resolved, you can forward your complaint to our Ombudsman for Banking Services and Investments (OBSI) to review. To file a complaint, please visit www.obsi.ca and click on “make a complaint”.