Complaint Handling

What is our commitment to you?

Developing and fostering long-term relationships is the foundation of our commitment to service.  Prairie Centre Credit Union and our employees have always been committed to delivering a high quality of service to members and non-members.  Our Market Code builds on this commitment by identifying the standards we embrace as an organization, the way we conduct ourselves and how we will continue to treat you as we work to maintain your trust, while living out our co-operative values.

Naturally, we hope you are happy with the service we provide.  However, we know that things can sometimes go wrong.  As part of the Market Code, we have implemented a formal complaint handling process to deal with these situations.  If you have a concern or a complaint about the service we provide or the product lines we offer, we want to hear from you!  If we get things wrong - it is important that you tell us so we can try to make matters right.  This also helps to improve our service in the future. 

How can you contact us?

Please let us know if you have any questions, complaints or concerns about your dealings with the credit union.  While most questions can be answered by the credit union staff, for complaints and concerns, it is preferable to follow the process outlined below:

Step 1. Contact Your Branch

Gather Your Facts

Before you call or come in with a complaint, put together any relevant paperwork.  Try to pinpoint the date when the problem arose.  Get the names of any staff members involved and finally, get a clear picture in your mind of what the circumstances were - and what you'd like us to do.

Always document the names of people you talk to, including times, dates and outcomes of the discussions.  Taking these steps will assure that your concerns are addressed in a fair, effective and prompt manner.

Start Where the Problem Started

It's easiest to check facts and make corrections at the place where the problem started - your credit union, your investment advisor, your insurance agent, etc. - wherever the issue started out, make that first call.

The credit union complaint handling process will provide fair treatment to members and ensure complaints are dealt with in a courteous and timely manner.  The sooner you contact us the sooner we can begin working on a solution.

If the employee you approach can't help you resolve things, ask to speak to their manager.  They have the authority to solve most problems right away.

Step 2.  Prairie Centre Credit Union Compliance Officer

If you're still not satisfied, get in touch with the Prairie Centre Credit Union Compliance Officer.  Please print and complete the Complaint Form and return to:

Prairie Centre Credit Union

Compliance Officer

PO Box 940

Rosetown, Sk

S0L 2V0

Step 3.  Sask Central Ombudsman*

When all else fails, you still have options.

You can take your complaints to the Saskatchewan credit union system's Ombudsman - the SaskCentral Ombudsman.

The SaskCentral Ombudsman seeks satisfactory resolution of complaints with a view to fairness and does not advocate for either the complaintant or the credit union when investigating disputes.

This service is free of charge to the complainant but there is no provision for the award of costs to solicitors or other professionals and recommendations are not binding on credit unions.

Office of the SaskCentral Ombudsman

P.O. Box 3030

2055 Albert Street

Regina, Sask

S4P 3G8

Telephone:  1-866-403-7499

Email:  ombudsman@saskcentral.com

____________________________________

*Note:  The Ombudsman does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation or transactions that occurred more than six months from the date of the last correspondence with the credit union (or credit union ombudsman).  The Ombudsman will consider fairness to consumers in the context of the policies of the credit union and its legal obligations.

 

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