At CCEC Credit Union 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 staff, the concern can be escalated to the management team for review and further to an independent Ombudsman if the matter cannot be resolved by the credit union.
Resolving Your Complaint:
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 staff members at the 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.
If a member of our branch staff cannot resolve your concern, you can escalate your concern to the management team.
- If your complaint is related to a suspected privacy breach, the matter will be referred to the CCEC’s Privacy Officer.
- If your complaint is related to a fraud or suspected fraud, the matter will be referred to CCEC's Risk Manager.
Step 2: Do you have lingering concerns? If our branch staff was not able to address your concern, please request our staff member to refer your concern to the management team or you can refer your situation yourself.
Please be aware that if we are not certain that the branch staff has had the opportunity to resolve the concern prior to submission to the management team, a 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 CCEC 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