Compliments and Complaints

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:

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

Phone: 1.250.368.2685

E-mail: complainthandlingofficer@kscu.com

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: www.obsi.ca

Phone: 

• Toll-free: 1.888.451.4519
• TTY Telephone: 1.844.358.3442