Exceptional service to our members is what we are all about. However, we recognize that sometimes a member may not be satisfied and wants to share 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 your concerns.

Have a concern or complaint you want to share? Here is the four-step process to follow:

Step 1:
Talk to us. Let us know what happened. We’re here to help. You can speak to us in 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 concerns with our Branch Manager. You can send an email, letter or call:

Attn: Nicole Carter, Branch Manager
511 Main Street
Box 720
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 spoken to your CVCU contact or the Branch Manager and 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
Box 720
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, please submit your complaint in writing to the Board of Directors for CVCU. You can send an email or letter:

Attn: Paul Ricard, Chair of the Board
511 Main Street
Box 720
Golden BC,  V0A 1H0
board_directors@cvcu.bc.ca

Step 4:
If CVCU 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 contact information below:

Phone: 1-888-451-4519 toll-free
Email: ombudsman@obsi.ca