Compliments and Complaints


At Heritage Credit Union we make every effort 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 we want to hear from you. If you are happy with our service, let us know! We also want to know if your service did not meet your expectations.

Share a Compliment Expand/Collapse

Did we make a difference in your day? Let us know how we provided great service.  We would love to hear about it, please share a compliment with us via mail, phone call, online form or email:

Mail:

Heritage Credit Union
Unit #100-630-17th Street
Castlegar, BC
V1N 4G7

Phone: 250.365.7232

Contact Us Form, choose Feedback in the drop down

Email: hcu@heritagecu.ca

Don't forget to tell us the employee and branch so we can share your experience with them!

File a Complaint Expand/Collapse

At Heritage Credit Union we take our members’ opinions seriously. If your service fell short of your expectations, please let us know. Your feedback helps us to improve our credit union and services.  Please read 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:

Level 1 Expand/Collapse

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.

Level 2 Expand/Collapse

If staff or management was unable to resolve your complaint to your satisfaction, please escalate it to our Complaint Handling Officer: 

 

Mail:

Heritage Credit Union
Attention: Complaint Handling Officer
Unit #100-630-17th Street
Castlegar, BC
V1N 4G7

Phone: 250.365.7232

E-mail: complainthandlingofficer@heritagecu.ca

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

Level 3 Expand/Collapse

If our Complaint Handling Officer is unable resolve your complaint, 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

Email: ombudsman@obsi.ca

Mail:

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.