Ombudservice
Complaints Resolution
Developing long-term relationships is the foundation of our commitment to delivering high-quality service to our members and to the general public.
It is important that you are happy with the service we provide; however, we recognize that things can sometimes go wrong. As a result, we have implemented a formal complaint resolution process to deal with these situations.
If you have a complaint about the service we provide or the products we offer, we want to hear from you. If you are not satisfied with how the credit union has handled your complaint, you can seek involvement of the third-party Ombudsperson. The Ombudservice can be used by anyone – not only members of the credit union.
The Ombudsperson seeks satisfactory resolution of complaints with a view to fairness and does not advocate for either the individual or the credit union when investigating disputes. This service is free of charge to the individual.
It is important that you are happy with the service we provide; however, we recognize that things can sometimes go wrong. As a result, we have implemented a formal complaint resolution process to deal with these situations.
If you have a complaint about the service we provide or the products we offer, we want to hear from you. If you are not satisfied with how the credit union has handled your complaint, you can seek involvement of the third-party Ombudsperson. The Ombudservice can be used by anyone – not only members of the credit union.
The Ombudsperson seeks satisfactory resolution of complaints with a view to fairness and does not advocate for either the individual or the credit union when investigating disputes. This service is free of charge to the individual.
Complaints Process
If you have a compplaint, please follow these steps to ensure it is addressed as quickly and fairly as possible.
Step 1: Start with a conversation
We encourage you to bring your concern with the staff member involved. Many issues can be resolved immediately through open communication.
Step 2: Escalation Process
If your concern is not resolved to your satisfaction, you can escalate it through the following levels:
- Supervisor - If the initial discussion does not resolve your issue, ask to speak with the supervisor.
- Branch Manager - If further assistance is needed, the branch manager will review and address your concern.
- Regional Manager/Executive - If your concern remains unresolved, it will be escalated to the credit union's senior management for further review
Step 3: Ombudsperson Review
If you are not satisfied with the outcome after going through the credit union's process, you may take your complaint to the independent Ombudsperson.
The Ombudsperson reviews complaints fairly and impartially but does not advocate for either party. This service is free of charge; however, recommendations are not legally binding on the credit union.
To contact the Ombudsperson:
Online Complaint Form
https://www.obsi.ca/en/about-us/contact-us/
Mailing Address
20 Queen Stree West, Suite 2400
PO Box 8 Toronto ON M5H 3R3
Phone
1-888-451-4519
Email
ombusman@obsi.ca
The Ombudsperson reviews complaints fairly and impartially but does not advocate for either party. This service is free of charge; however, recommendations are not legally binding on the credit union.
To contact the Ombudsperson:
Online Complaint Form
https://www.obsi.ca/en/about-us/contact-us/
Mailing Address
20 Queen Stree West, Suite 2400
PO Box 8 Toronto ON M5H 3R3
Phone
1-888-451-4519
ombusman@obsi.ca
Step 4: Privacy Complaints
If your complaint relates to privacy or the handling of personal information and remains unresolved after contacting the Privacy Officer at Souris Credit Union, you may escalate it to the Privacy Commissioner of Canada.
Mailling Address:
Privacy Commissioner of Canada
112 Kent Street, Place de Ville Tower B, 3rd Floor
Ottawa, ON K1A 1H3
Mailling Address:
Privacy Commissioner of Canada
112 Kent Street, Place de Ville Tower B, 3rd Floor
Ottawa, ON K1A 1H3
Response Timeline
Each step in the complaint process should be resolved within 5 days. If a resolution is not reached within this timeframe, your complaint will automatically move to the next level.
Questions?
We're here to help. For more information or questions on the complaint process, please reach out by phone, email or visit us in person.
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Copyright 2024 Atlantic Central Credit Union. All rights reserved.
Copyright 2024 Atlantic Central Credit Union. All rights reserved.
