Member Concerns / Problems / Complaints
Hello!
We want to anticipate and prevent problems and complaints from arising but we strive to be honest, fair and responsive when things go wrong.
We take our member relationships very seriously and like any relationship, there are times when disputes may occur. Most are due to misunderstanding and miscommunication; however, sometimes the situation may be more complex. To help us resolve our differences, we would like the opportunity to help clarify or resolve any situation that may cause a relationship breakdown so, we have developed this process to help sort out our differences.
Accidents do happen and as much as we want to promise you that they won’t-we won’t lie to you. What we will promise you is that we will resolve your problem as quickly as we possibly can.
What to do?
Our staff are well trained and knowledgeable so the first step would be to talk to them. Call us at 416-238-5606 and tell us what happened. If we can’t sort it over the phone-we’ll let you know and tell you what to do next.
Who to contact?
If you have a problem with your account, payroll deduction or ATM transaction any one of us can help you. If we can’t we’ll pass you along to someone who can.
If you have a problem with your loan, line of credit or mortgage or your issue is of a technical nature, contact our loan/tech department. mmcdonald@theenergycu.com.
If you have a problem with your member statement or any of our investment products, contact bwallace@theenergycu.com.
If you have a problem with an advertisement or any member communication piece or the nature of your concern is a privacy issue contact our marketing department nlake@theenergycu.com.
If you have a problem with any member of our staff or are a victim of fraud or identity theft contact our Vice President Operations and Compliance ddacosta@theenergycu.com.
If you have tried to resolve your concern with any of the contacts mentioned above but are still unsatisfied with the response or need further clarification, please contact our Vice President Operations and Compliance at ddacosta@theenergycu.com. At this point, we will ask you to put your concern in writing to avoid any further misunderstanding. If our Vice President Operations and Compliance cannot resolve your concern, your letter will be taken to The Board of Directors. A written reply will be forwarded to you following the next scheduled meeting of the Board.
As part of our commitment to transparency and member advocacy, we are proud to be the first credit union in Ontario to join the Ombudsman for Banking Services and Investments (OBSI). OBSI is a national, independent, and not-for-profit organization that provides free and impartial dispute resolution services for unresolved complaints related to banking and investment services. If your concern remains unresolved after following our internal complaint process, you may contact OBSI directly. OBSI will review your complaint and may recommend a resolution. You can learn more about OBSI’s process and how to reach them by visiting their website.
We want to hear from you!
Although we want to resolve your concerns, we’d also like to hear from you if you’re happy with your relationship with us. Tell us about it! nlake@theenergycu.com
