Concern or Complaint
Being the financial service provider of choice to our members is our Vision. However, we recognize that sometimes a member may not be satisfied and may wish to escalate their concerns.
If you have a concern or complaint, we want to hear from you as we’re committed to doing what we can to resolve issues you might have with your Credit Union. With this in mind, we commit to responding to you promptly with the following information:
Acknowledgement of your concern or complaint:
• An immediate resolution to the problem if at all possible
• If further investigation is required on our part, we will advise you of what person or department is handing it and when you can expect to hear from us. Some issues are more complex and may take longer to resolve and we will keep you informed.
If you have an issue, problem, or complaint we encourage you to contact us following the steps outlined below.Step 1
In advance, gather and assemble all the pertinent information such as:
• Your member number
• Your preferred method of reply: mail, email, phone (including best times)
• Date(s) of occurrence
• Supporting statements or documents (if any)Step 2
Talk to us. Let us know what happened. We’re here to help. You can speak to us in branch, or by calling 1-877-352-7207 toll free. You can also contact us through our website by clicking HERE
You can also share concerns with a Senior Manager. You can send an email or call:
• Attn: Tom Atkins, Senior Manager – Member Experience
• Email Complaints
If your feedback is related to the privacy of your personal financial information, your complaint will be referred to NDCU’s Privacy Officer as per our Privacy Code.Step 3
If you’ve spoken to your NDCU contact or the Senior Manager and additional support and assistance is still required, you can talk to our Chief Executive Officer (CEO). You can send an email or call:
• Attn: Tom Murray, CEO
• Email Complaints
• 1-877-352-7207Step 4
If you have completed Step 2 and 3, and you are still not satisfied, you can direct your concerns to the Board of Directors of NDCU via our long-standing Listening Locally process.
We respond to every Listening Locally we receive, and we ask that you please complete the contact information so that we can respond appropriately. Members can expect a response to an inquiry within ten business days from the time that we receive your email. Your comments are reviewed by your Board of Directors.
• Nelson & District Credit Union - Listening LocallyStep 5
If NDCU is unable to resolve your complaint to your satisfaction, you can refer your concern to the Ombudsmen for Banking Services and Investments (OBSI). The OBSI helps resolve disputes between credit unions and their members when they can’t come to a resolution on their own.
If you are not happy with our final response to your complaint, you have 180 days from receipt of our final response to raise your complaint with the OBSI. You can submit your complaint on their website at www.obsi.ca or by using the phone or email contact information below:
• 1-888-451-4519 toll-free