In most situations, we can resolve your concern quickly once we have the details. Talk to an employee at any of our branches or through our virtual branch. If they can't resolve the complaint to your satisfaction within 5 business days, it will be referred to a Supervisor or Manager for further review.
Complaint Resolution
Service excellence is our top priority
Our team is committed to building trust through fair and transparent complaint resolution. When concerns arise, we have a clear and fair process in place to resolve them.
Complaint Resolution Process
We are dedicated to providing high-quality service that puts members first. While we work hard to provide a consistently positive experience, we understand that things may not always go as expected. To ensure concerns are addressed fairly, we’ve established a formal complaint resolution process.
Step 1: Speak With Our Team
Step 2: Continue with a Supervisor or Manager
A Supervisor or Manager will review your complaint and provide a written response within 20 business days. The written response will be delivered by email. If email is unavailable, the response will be sent by direct mail.
Email
East Coast Credit Union
257 Main Street
Antigonish, NS B2G 2C1
Step 3: Designated Senior Leader for Complaint Review
If your complaint has not been resolved to your satisfaction by a Supervisor or Manager, the designated employee will escalate it to Senior Management for additional review. You will receive a written response within 56 business days from the date we first received your complaint.
Step 4: Further Resolution Required?
When a concern cannot be resolved through our internal process, you have options for additional support.
Ombudsman for Banking Services and Investments
If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to Ombudsman for Banking Services and Investments (OBSI). OBSI is an independent organization that offers free investigation and dispute resolution services to Canadians who seek to submit a complaint against financial service providers.
Learn More: www.obsi.ca
Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) supervises all federally regulated financial institutions, which includes trust and loan companies, for compliance with federal consumer protection laws. Trust and loan companies are legally required to have a complaint-handling process in place. If you have a problem with a financial product or service, you may file a complaint with the responsible trust and loan company directly.
If you want to know your rights or need information about the complaint-handling process of a trust and loan company, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Learn More: www.canada.ca/fcac
We’re here to help
For more information or questions on the complaint process, please reach out by phone, email or visit us in person.
You can count on us
Online or in person, we’re here to help with all the banking services you need:
