Compliments and complaints

Your stories inform and inspire us. They help us create innovative products, offer expert advice and provide you with the friendly service you’ve come to expect from us. They also help us to address your concerns so that we can ensure your member experience is the best it can be. Whether you have words of praise, encouragement or suggestions on how we can improve, we'd like to hear from you.

Compliment procedure

Let us know about the exceptional service you received:

Please be sure to provide the name(s) of the staff involved so we can be certain to give proper recognition. Thank you!

Complaint procedure

We take complaints very seriously at Vancity and view them as our best way to identify and rectify problems. By solving your issue or concern, we will have ultimately improved our service levels to all.

With this in mind, we commit to responding to your complaint within 3 business days with the following information:

• Acknowledging receipt of your complaint
• An immediate resolution to the problem if at all possible,
• If further investigation is required on our part, we will advise you what person or department is handling it and when you can expect to hear from them (usually within five business days).
• Some issues are more complex, and may take longer to resolve. We will let you know if we anticipate that your complaint will take longer to resolve.

If you have a problem, issue or complaint of any sort, we encourage you to contact us following the process outlined below.

Before you begin:

In advance, gather and assemble all the pertinent information such as:

• Your MEMBER CARD® #
• Your preferred method of reply: mail, e-mail or phone (if phone, when is the best time to call)
• Date(s) of occurrence
• Supporting statements or documents, if any
• The names of any specific staff involved
• Clarify the situation and sequence of events in your own mind, and then determine what it is you would like us to do.

Step 1:

Please don't hesitate to contact us by phone during business hours or at your nearest branch. You can also email us at feedback@vancity.com or submit a Feedback form.

For compliments or complaints related to Vancity Visa, please contact Card Services at 604-877-4999 or toll-free: 1-800-611-8472, or email cardservices@vancity.com.

For compliments or complaints related to Credential Asset Management or Credential Securities, please contact the Sustainable Wealth Advice Centre at 604.829.5560 and ask to speak with a Regional Manager or email wealthsolutionsmanagers@vancity.com.

For compliments or complaints related to Vancity Investment Management please contact 604.871.5355 or email vcim@vancity.com.

Our staff is empowered to handle virtually any problem that you may have encountered. In fact, our experience shows that over 98% of all member concerns are handled to their satisfaction with just one phone call or e-mail.

Step 2:

If the person you speak to is not able to resolve your concern to your satisfaction, you may escalate further and simply ask to speak to a Manager or Senior Manager. We will get back to you with an impartial review of your complaint and a resolution.

Step 3:

If the staff member, manager or senior manager was unable to satisfy your concern, you may wish to appeal your situation further by contacting our Chief Complaints Officer.

Step 4:

The Ombudsman for Banking Services and Investments (OBSI) has been appointed to undertake an independent review of complaints.

You may take your complaint to the OBSI when:

1. We are unable to provide a resolution within 90 days from the time you escalated the complaint, or
2. Within 180 days of receiving a response letter from Vancity regarding your complaint.