Resolving Member Concerns

If you’re not satisfied with any aspect of your ACU member experience, please bring it to our attention. We always aim to resolve your concern with the first contact, but we recognize that is not always possible.

Please follow the process below to obtain assistance with your concerns.  

Step 1:

Contact personnel at the branch, department or Member Communication Centre where you received the service.  

Step 2:

If your concern has not been resolved to your satisfaction, you may ask to speak to a manager for further assistance.  

Step 3:

If your concern has still not been resolved to your satisfaction, you can ask the manager to escalate it to a member of our Senior Management Team. 

Here are other ways to reach to us:

Step 4:

If we have been unable to handle your concern to your satisfaction, you can choose one of the options below. Please note that these organizations will not consider an issue unless the member has completed each of the first 3 steps. 

Option 1: Contact the Ombudsman for Banking Services and Investments (OBSI) https://www.obsi.ca/en/about-us/contact-us/, a Canadian organization that acts as a fair and impartial investigator of banking-related complaints.  

Option 2: Contact the provincial Financial Institutions Regulation Branch (FIRB), which administers The Credit Unions and Caisses Populaires (CUCP) Act, provides regulatory compliance of credit unions, and ensures the public interest is protected.  

 ACU is committed to the Market Conduct Code.