Compliments & Complaints
Exceptional service to our members is what we are all about. If you are a member that banks with us, or if you are new to CVCU and like what you see, we would love to hear from you.
Compliments
If you’ve had a positive experience, you can share that with us by:
- Sharing your compliment with us by email, phone, or mail:
511 Main Street, Golden BC V0A 1H0
reception@cvcu.bc.ca
250-344-2282 or 1-888-298-1777 toll free
If your day was made by one of our CVCU employees, please tell us their first name so we can pass your compliment on.
Complaints
We recognize that sometimes a member may not be satisfied with their CVCU experience and want to share their concerns so we can improve and get better.
If you have a concern or complaint, we want to hear from you. We are committed to doing what we can to resolve your concerns. If you want to share a concern or negative experience with us, here are the steps you can follow.
Step 1:
Talk with us. Let us know what happened. We’re here to help. You can speak to us in the branch, or by calling 250-344-2282 or 1-888-298-1777 toll free. You can also contact us through our website by clicking here.
You can also share your concerns with our Branch Manager. You can send an email, letter, or call:
Attn: Nicole Carter, Branch Manager
511 Main Street, Golden BC
V0A 1H0
complaints@cvcu.bc.ca
250-344-2282 or 1-888-298-1777 toll free
If your feedback is related to the privacy of your personal financial information, your complaint will be referred to CVCU’s Privacy Officer as per our Privacy Code.
Step 2:
If you’ve spoke to CVCU and the Branch Manager and you feel additional support and assistance is still required, you can talk to our Chief Executive Officer (CEO). You can send an email, letter, or call:
Attn: Rob Parker, CEO
511 Main Street, Golden BC
V0A 1H0
complaints@cvcu.bc.ca
250-344-2282 or 1-888-298-1777 toll free
Step 3:
If you have completed Step 1 and 2 and you are still not satisfied, you can direct your concerns to the Board of Directors for CVCU. You can send an email, letter, or call:
Attn: Chair of the Board
511 Main Street, Golden BC
V0A 1H0
board_directors@cvcu.bc.ca
250-344-2282 or 1-888-298-1777 toll free
Step 4:
If we are 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 contact information below:
Phone: 1-888-451-4519 toll-free
Email: ombudsman@obsi.ca
