Complaints and Concerns
At Coastal Community, we are committed to improving the financial health of our members, clients and communities. Listening and responding to member complaints helps us improve our service to you.
Have your feedback and concerns heard
If you have any feedback or concerns about our products or the service you’ve received from Coastal Community, we would like to hear from you. We are committed to resolving any complaints fairly and in a timely manner. We will use your feedback to continue to improve your experience. Our employees can usually help resolve a complaint quickly and effectively if you can let them know as soon as an issue comes up. If you don’t notice the issue right away, you can get in touch with us at any time to voice your complaint.
If the employee you are dealing with can’t solve your complaint, the steps below outline how you can escalate your concern.
Step 1: Talk to your local Manager
If the employee you are dealing with has been unable to resolve your issue and you wish to escalate your concern, reach out to your local Manager—they are your next point of contact, to help resolve your concern. If necessary, your manager may escalate the concern to the appropriate Senior Leader, including our CEO or another member of our Executive Team.
Step 2: Escalate to the Complaints and Concerns Area
In the event your concern remains unresolved, or you still have feedback you’d like to share, you may contact our Complaints and Concerns Area by completing the form below or mail a letter to:
Coastal Community Credit Union
Attention: Jane Barron, Executive Office Manager
220-59 Wharf Street
Nanaimo, BC V9R 2X3
We are committed to providing a response to you within 30 days of receiving your feedback.
In advance, gather and assemble all the pertinent information such as:
- Member Number
- Your preferred method of reply: mail, e-mail or phone (if phone, the best number and time to call)
- Date(s) of occurrence
- Supporting statements or documents, if any
- The names of any specific employees 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 3: Escalate to the Board of Directors
As a member or client, you may direct any concern in writing to the Board of Directors. In the event your concern remains unresolved, or you still have feedback you’d like to share, you may send an email to board@cccu.ca or mail a letter to:
Coastal Community Credit Union Board of Directors
Attention: Jane Barron, Executive Office Manager
220-59 Wharf Street
Nanaimo, BC V9R 2X3
Step 4: External Complaints Body
As a final step, if your concern remains unresolved and you would like to escalate your complaint further, you can contact the Ombudsman for Banking Services and Investments (OBSI). OBSI will undertake an independent review of your complaint. You may submit your concern to OBSI if:
- Coastal Community has had 90 calendar days to deal with your complaint but has not yet provided you with its final response.
- Coastal Community has given you a final response on your complaint, but you are still unsatisfied.
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Coastal Community Credit Union acknowledges that we are located on the Lands of the Coast Salish, Nuu-chah-nulth and Kwakwaka’wakw ancestors and families, whose historical relationships with the Land continue to this day. We are grateful to have the opportunity to live, learn, work and play in their traditional and unceded territories.
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