What you can expect from us
Serving you, our member, in the best way we can is our main focus. If we are not living up to this high standard, then we would like to hear from you. We encourage you to contact us with any suggestions or concerns you might have. Biggar & District Credit Union and its employees have always been 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 that we can try to resolve it an 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.
There will be commitment at all levels of the organization to the fair and effective resolution of complaints.
The complaint handling process will be easy to access, understand and use.
The complaint handling process will be responsive and provide final responses within a reasonable period of time.
The complaint handling process will provide fairtreatment and ensure complaints are reviewed ina fair and balanced manner.
Our Complaint Resolution Process
Start at the Source and Gather Your Facts
It is generally easier to check the facts and resolve a problem where it originated. This may mean a quick phone call or visit to any of our branches in Biggar, Landis or Perdue.
Before you contact the credit union, you can save time by collecting all the relevant information in advance:
- Your account number
- The date(s) of occurrence
- Any supporting account statements or documents
- The names of employees involved
- Your thoughts about the circumstances
- What you would like the credit union to do to resolve the problem
Use this information to complete the Complaint Resolution Form. Once you have this information on hand, call or visit the employee you dealt with or the branch in question.
If the employee you approach cannot help you resolve your issues, ask to speak with the Manager of Technology who is the Internal Ombudsman. They have the authority to solve most problems in a timely manner. The sooner you contact the appropriate person, the sooner they can begin working on a solution.
Disputes that remain unresolved after being reviewed by the Internal Ombudsman can be forwarded to the Ombudsman for Banking Services and Investments (OBSI).
The OBSI is available to settle certain complaints that cannot be resolved through the first two steps. The OBSI is an independent federal organization that investigates customer complaints against financial service providers, including banks, credit unions, federal trust and loan companies and other deposit taking organizations, investment dealers, mutual fund dealers and mutual fund companies and RESP dealers. The service is free of charge.
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Phone (Toll-free): 1-888-451-4519
Toll-free fax: 1-888-422-2865
Note: The OBSI do not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation, or transactions for which records no longer exist (usually after six or seven years).