Credit Union Ombudservice

We are committed to ensuring the financial well-being of our members, and providing high-quality service to both members and the public. We recognize that sometimes things can go wrong. If any aspect of your credit union experience concerns you, we encourage you to follow these steps:

  1. If you are dissatisfied with the service offered by a staff member, please speak to that person’s supervisor.
  2. If this is not appropriate, or the resolution is not satisfactory, please escalate your concern to the credit union branch manager.
  3. If the branch manager does not resolve the issue, please escalate to the general manager (in some cases, the branch manager and general manager may be the same person).
  4. If you still feel your concern has not been appropriately dealt with, and you deal with a credit union based in New Brunswick, Newfoundland and Labrador**, Nova Scotia or Prince Edward Island, you may choose to take your complaint forward to the third party Credit Union Ombudsperson.

The Ombudsperson seeks satisfactory resolution of complaints with a view to fairness and does not advocate for either the complainant or the credit union when investigating disputes. This service is free of charge to the complainant, however, there is no provision for the award of costs for solicitors or other professionals and recommendations are not binding on credit unions. Some credit unions may choose to involve their Board of Directors in the complaint process.

Contact Information

To find your credit union’s contact information, click here to use our “Find a Branch/ATM” locator.

The Ombudsperson can be contacted by:

Complaint Forms

Complaint Forms can be obtained directly from your credit union.

Privacy Complaints

Your credit union goes to great lengths to protect your confidential financial information and ensure your personal information is secure. Click here to learn more about safeguards and procedures currently in place to protect credit union members.

If you have a complaint relating to a breach of your privacy or use of your personal information, your first step is to contact the credit union’s Privacy Officer. The Canadian Privacy Commissioners Office would be your contact of final resort at:

Privacy Commissioner of Canada
112 Kent Street
Place de Ville, Tower B, 3rd Floor
Ottawa, ON   K1A 1H3
Toll-free: (800) 282-1376
Phone: (613) 995-8210
Fax: (613) 947-6850

** With the exception of Newfoundland and Labrador Credit Union