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Compliments and Complaints

At Kootenay Savings we strive to provide the best service to our members and communities. Your thoughts and opinions are important to us. Whether you’re a member or a visitor to our site we want to hear from you. If we’re hitting the mark, let us know! We are also all ears if your experience with us did not meet your expectations.
Share a Compliment

Did one of our employees make a difference in your day? Let us know how we provided great service. Share a compliment with us via mail, phone call or email:

Kootenay Savings Credit Union
Suite 220 1101 Dewdney Avenue
Trail, B.C. V1R 4T1

Phone toll free: 1.800.665.5728

E-mail: Contact Us, choose Feedback in the drop down

Don't forget to provide the employee and/or branch name so we can let them know and brighten their day.

File a Complaint

At Kootenay Savings we take our members’ feedback seriously. If your experience fell short of your expectation, please let us know. Feedback helps us improve our service. Read about our Market Code of Conduct here. We will respond to your complaint within two business days. Please start at level one to file a complaint:


Your starting point for a complaint is with the branch or assistant manager.  File your complaint using the contact us form. If your complaint wasn’t resolved to your satisfaction at this level, proceed to level 2.

If our staff member or manager was unable to resolve your complaint to your satisfaction, you can escalate to our Complaint Handling Officer:

Kootenay Savings Credit Union
Attention: Complaint Handling Officer
Suite 220 1101 Dewdney Avenue
Trail, B.C. V1R 4T1

Phone: 1.250.368.2685


To ensure your complaint can be addressed efficiently, please include the following information:

  • Your account number and branch
  • Your preferred method of reply: mail, email or phone (include best time to call)
  • Date of occurrence
  • Supporting statements or documents, if any
  • The names of any specific staff involved
  • State the situation and sequence of events you experienced
  • Let us know what outcome you hope to have

If our Complaint Handling Officer is unable resolve your complaint or you are not satisfied with our final decision, or if 90 days have passed since you formally complained to us, you may contact our external complaints handling body, the Ombudsman for Banking Services and Investments (OBSI).

OBSI is an independent dispute-resolution service that investigates unresolved disputes at no charge to you. You must contact OBSI within 180 days of receiving our final decision. OBSI’s contact information is below.

Submit online form:


20 Queen St. W. Suite 2400
PO Box 8
Toronto, O.N. M5H 3R3

For more information about OBSI’s complaint process, you can visit their website or contact them directly.