At Community Savings Credit Union our #1 Guiding Principal is “We treat people the way we want to be treated”. We are committed to providing quality member experiences and resolving concerns in a timely manner. Our Complaint Resolution Process provides our members a clear path to escalate their concerns and have their voices heard.
If for any reason a members does not feel their concern was addressed to their satisfaction by our branch team, the concern can be escalated to the executive management team for review and further to an independent Ombudsman if the matter cannot be resolved by the credit union.
Resolving Your Complaint
Your concerns are our concerns. We value your feedback and we are committed to resolving the matter in a fair and equitable manner.
To assist us in resolving your concern, please take the following steps:
Step 1: Tell us about your concern or experience! You can speak to one of our team members in a branch, by calling us on the phone, or reaching out to us via email. We’re ready to listen about how we can do better
- Telephone: 604-654-2000
- Toll-free: 1-888-963-2000
- Email: memberconcerns@comsavings.com
If a member of our branch team cannot resolve your concern, you can escalate your concern to the executive team. The manager of your branch is here to assist you in the escalation process.
- If your complaint is related to a suspected privacy breach, the matter will be referred to the Community Savings’ Privacy Officer.
- If your complaint is related to a fraud or suspected fraud, the matter will be referred to Community Savings’ Risk Management Department.
Step 2: Do you have lingering concerns? If our branch team was not able to address your concern, please request our team member to refer your concern to the executive team or you can refer your situation yourself.
Please be aware that if we are not certain that the branch team has had the opportunity to resolve the concern prior to submission to the executive team, a senior manager may reach out to you to collect more detail to assist in the resolution process.
Step 3: If despite our best efforts we were unable to address your concern, contact the Ombudsman for Banking Services and Investments (OBSI) about your concern.
Please be aware that you are required to provide Community Savings with 90 calendar days to resolve your concern prior to submitting your concern to OBSI.
- Online: www.obsi.ca
- Toll-free: 1.888.451.4519
- Mail: 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto ON M5H 3R3
