MEMBER COMPLAINT HANDLING PROCEDURE
BAY CREDIT UNION PROBLEM & COMPLAINT HANDLING
BAY’s goal is to manage complaints and resolve problems effectively and in a manner that is appropriate for both the Member and the Credit Union. We take your concerns very seriously and hope your insights will help us improve service. If you have a concern, we encourage you to let us know and give us the opportunity to resolve it. Complaints and problems will be managed and resolved, recognizing the importance of the event.
When a Member complains or informs us of a problem, it gives us the opportunity to exceed expectations and build loyalty by improving our service experience.
BAY Credit Union Member Problem or Complaint
Our first step in resolving conflict is to speak with our employees. Our staff are responsible for identifying and documenting Member problems and complaints in BAY Credit Union, including all supporting documentation and communications. Staff are empowered to, whenever possible, manage issues through “first contact resolution”. This will help improve Member satisfaction and reduces the need to the Member to retell their story.
Problems and complaints received digitally or by mail will be assigned to the appropriate staff member. Documentation must be completed by the staff member dealing with the event.
Our second step to resolution, if your complaint could not be resolved at the first point of contact, the complaint would then be referred to the Complaint Officer.
All staff are accountable for recording Member issues and complaints as Member Concerns.
Please use the form below to submit a complaint to our Complaint Officer.
BAY Credit Union’s goal is to resolve the problem or manage the complaint quickly and in a matter that is appropriate for both the Member and BAY Credit Union. It is understood that Members may not always be satisfied with BAY Credit Union’s response.
If BAY Credit Union can not ultimately resolved your issue you may wish to contact the Financial Services Regulatory Authority of Ontario
By Mail:
Financial Services Regulatory Authority of Ontario (FSRA)
Licensing & Market Conduct Division
Credit Union and Caisse Populaire Complaints
25 Sheppard Avenue West, Suite 100
Toronto, ON M2N 6S6
By Email: contactcentre@fsrao.ca
