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 members.

With this in mind, we commit to responding to your complaint within 24 hours 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 working 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.

Step 1:

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

• Your account number
• 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 2:

Contact your branch (all branches can be reached by calling 604.877.7000 or 1-888-826-2489). You can also email us at feedback@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.

If staff is unable to fully rectify your concern, please don't hesitate to ask to speak to a manager or senior manager.

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 any one of the following senior credit union officials:

a. Any member of our executive leadership team:

b. Mail: Office of the Chief Operating Officer, Member Services

Step 4:

If at any time or upon completion of the above three steps, Vancity has not resolved the complaint to your satisfaction, you may wish to contact the Financial Institutions Commission, the regulator for BC credit unions.

Finally, we wish to thank you in advance for letting your issue be known to us.
We take our member complaints very seriously and are committed to making every effort to resolving your concern.

IMPORTANT NOTICE REGARDING MUTUAL FUNDS:

The above Complaint Resolution Process does not apply to mutual funds sold through Credential Asset Management Inc. Complaints related to mutual funds are to be directed as follows:

Ask to speak to your Credential® Asset Management Mutual Funds Investment Specialist (MFIS). (NOTE: If the MFIS was unable to fully rectify your problem, you may ask to be transferred to the Branch Compliance Manager.)

Mutual funds are offered through Credential Asset Management Inc. ®Credential & Design are registered marks owned by Ethical Funds Inc. and are used under licence.

Download a copy of Vancity's Compliments and Complaints Procedures.

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