Complaint Handling

Problem Resolution:

We are committed to providing a quality service experience to our members. However, we know that things can sometimes go wrong. As part of our member commitment, we have implemented a formal problem resolution process to deal with those situations. If you have a concern about the service we provide, we want to hear from you.

Definition of a Complaint:

A complaint is any expression of dissatisfaction conveyed to Prairie Centre Credit Union, whether justified or not, that includes a requested remedy. Complaints may come from any person or organization who has a legitimate interest in Prairie Centre Credit Union Ltd.

How to share your concerns:

  • Start at the source
    Your first point of contact is the branch where the problem originated. If the branch is unable to resolve the issue, ask to speak with their manager. They’ll have the authority to solve most problems right away or will elevate the concern to the appropriate senior management.
  • Escalate your complaint
    If you’re not satisfied with the response you receive at your branch, you can escalate your complaint to Prairie Centre’s internal Compliance Officer by completing our Complaint Form. The role of the Compliance Officer is to review your complaint and attempt to resolve the matter fairly. You can expect to receive acknowledgement of your complaint within 5 business days of receipt.

To contact us in writing, you have the option of using regular mail which can be sent to the following mailing address:

Prairie Centre Credit Union Ltd.
PO Box 940
Rosetown, SK S0L 2V0
Attn: Compliance Officer

OBSI (Ombudsman for Banking Services and Investments)

We take concerns and feedback from our members seriously. If you don’t receive a written response from Prairie Centre within 90 days, or if you’re not satisfied with the final response from the Compliance Officer, you may contact OBSI. You have up to 180 days after receiving the final response to submit your complaint to OBSI.

OBSI is Canada’s national, independent, not-for-profit dispute resolution service for consumers and small businesses who have a complaint they can’t resolve with their banking services or investment firm. The service is free of charge.

20 Queen Street West, Suite 2400
Toronto, ON M5H 3R3
Toll-free: 1-888-451-4519
Toll-free fax: 1-888-422-2865
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