Concern Resolution

We want to hear from you.

Your satisfaction is our top priority, but we understand that issues can arise. If you have any concerns about our services or products, please let us know. The sooner you reach out, the quicker we can resolve the issue. Our complaint process is outlined below.

How to Resolve Complaints

Delivering high quality service to our members is paramount for Westoba Credit Union. Our Market Code identifies the standards we adhere to as an organization, the way we conduct our ourselves and how we treat you. We work to maintain your trust while continuing to embrace our co-operative values.

It is important for us to know when you have a problem so that we can try to resolve it and retain your confidence. If you have a concern or complaint about the service we provide, or the products we offer, we want to hear from you. By solving your issue or concern we will ultimately improve our service levels to all members.

Our Process for Resolving Your Complaints

We aim to handle your complaint in the most efficient and professional manner possible. If you have a concern or problem of any sort, we encourage you to follow the steps outlined below.

Step 1: Contact us

If you’re not satisfied with any aspect of your Westoba member experience, the first step is to contact the branch or department where you received the service. Contact the branch or department and let us know your concern. We will work with you to resolve it to your satisfaction.

You can contact us:

Before contacting us, you can speed things up by collecting all the relevant information in advance such as:

  • Your account number
  • The date(s) of occurrence
  • Any supporting account documents or statements
  • The names of employee(s) you dealt with
  • Your expected resolution to the issue

Note: Westoba Credit Union Limited does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation, or transactions for which records no longer exist.

If you’re not satisfied with the results from Step 1, please proceed to Step 2.

Step 2: File a formal complaint by contacting Westoba Complaint Resolution

If your complaint is not resolved to your satisfaction, you can complete the form below, and we will be happy to work with you to resolve the issue. We will acknowledge your issue within 2 business days.

Westoba’s Senior Management will review the details of your complaint. We may contact you and ask for additional information to help us work toward a solution.

A member of Senior Management will attempt to provide you with a response to your complaint using your preferred method of contact.

If you are not satisfied with the resolution, then escalate your complaint to Step 3.

Complaint Process
First & Last Name
Please enter an email address we can contact you.
Please enter a phone number we can contact you.
Did this occur at a branch or Virtual Services? If it occurred at a branch, please specify which branch.
What does your complaint pertain to?

Step 3: Contact Financial Institutions Regulation Branch

What if I am not satisfied with how my complaint was handled or the resolution that was proposed to me?

If your complaint is not handled to your satisfaction, you have the option to escalate your complaint to an external complaint handling body, the Financial Institutions Regulation Branch (“FIRB”). FIRB administers the Manitoba CUCP Act, oversees compliance, and ensures the public interest is protected.

If your concern is related to a contravention of the Credit Union or Caisses Populaires Act (CUCP Act), you may wish to contact FIRB.

Contact the Financial Institutions Regulation Branch (“FIRB”):

500-400 St. Mary Ave.
Winnipeg, Manitoba
R3C 4K5
Phone: (204) 945-2542
Toll-free: 1-800-282-8069 ext. 2542 (in Manitoba)
Fax: (204) 204-945-0330
creditunions@gov.mb.ca
Financial Institutions Regulation Branch (FIRB)

The FIRB is an independent and impartial dispute resolution body that oversees complaints between consumers and financial institutions. You can contact the FIRB regarding your complaint at any time.