Compliments and complaints.

Whether you have words of praise, encouragement, or suggestions on how we can improve, we’d like to hear from you.

 

Indigenous members.

We kindly invite our Indigenous members to connect with our Indigenous Partnerships team for any feedback, ideas, or escalations at indigenous_partnerships@vancity.com.

Compliment procedure.

Let us know about the exceptional service you received:

Mail
Vancity
PO Box 2120
Station Terminal
Vancouver, BC V6B 5R8

Phone
604-877-7000 or 1-888-Vancity (826-2489)

Email
feedback@vancity.com

Online comment card
www.vancity.com/feedback

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

 

Complaint procedure.

We take complaints very seriously at Vancity. They’re our best way to identify and address problems, which helps us improve service for everyone. 

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

  • Acknowledging receipt of your complaint
  • An immediate resolution to the problem, if possible
  • If further investigation is required on our part, we’ll tell you which 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’ll 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.

  1. Before you begin

    Collect the following information:

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

  2. Step 1

    Use your preferred method to contact us: 

    For compliments or complaints related to Vancity Visa, please contact Card Services at:

    For compliments or complaints related to Aviso Wealth, 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 email.

  3. Step 2

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

  4. Step 3

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

    Mail
    Chief Complaints Officer, Vancity
    PO Box 2120
    Station Terminal
    Vancouver, BC V6B 5R8

    E-mail
    Chief_Complaints_Officer@vancity.com

  5. 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. 

    Mail
    OBSI
    20 Queen Street West, Suite 2400
    P.O. Box 8
    Toronto, Ontario M5H 3R3

    Phone
    1-888-451-4519

    Fax
    1-888-422-2865

    E-mail
    ombudsman@obsi.ca

    Website
    www.obsi.ca