We hear you, and we're listening.

As a member-owned financial institution, your comments are important to us. Your feedback creates an opportunity for us to fix unknown issues, maintain strong relations with members and understand what is important to you. Whether you have words of praise or suggestions on how we can improve, we'd like to hear from you.

Compliments

Let us know about your exceptional experience here.

Mail:

Sunshine Coast Credit Union

985 Gibsons Way

Gibsons, BC V0N 1V0

Phone: 604-740-2662 or 1-866-886-2132

E-mail: inquiries@sunshineccu.net

Complaints

We appreciate the opportunity to address any concerns you have with Sunshine Coast Credit Union. If you have a problem or complaint, we encourage you to contact us immediately following the steps outlined below. Empowerment of staff is an important component of the complaint resolution process. Whenever possible, complaints will be resolved on the same day they are received. When this is not possible due to the nature of the concern or complexity, we will advise you on who is reviewing your complaint and when you can expect to hear from this person.

Step 1

Gather details such as:

• Date(s) of occurrence
• Supporting statements or documents, if any
• The names of any specific staff involved
• Consider the action you would like to see us take to address your concern

Step 2:

Contact your branch in-person, by phone, by email or using our secure form.

Depending on the nature of the issue, you may be referred to a supervisor or branch manager.

You may also request this referral should you feel that your issue is not being addressed to your satisfaction.

Step 3:

If branch management is unable to assist you due to the nature of the issue, they may refer you to the Chief Member and People Officer (CMPO), or in their absence, the Chief Executive Officer (CEO).

You may also request this referral yourself should you feel that your issue is not being addressed to your satisfaction.

Chief Member and People Officer (CMPO) / Chief Executive Officer (CEO)

Sunshine Coast Credit Union - Administration Office

985 Gibsons Way

Gibsons, BC V0N 1V0

Tel: 604.740.2662

Toll free: 1.866.886.2132 

Email: inquiries@sunshineccu.net

Step 4:

If your concern has not been resolved to your satisfaction after the steps above, you may wish to contact the Board of Directors in writing:

chairperson@sunshineccu.net

or

Chairperson / Board of Directors 

c/o Sunshine Coast Credit Union - Administration Office 

985 Gibsons Way

Gibsons, BC V0N 1V0

If you are not satisfied with the final decision from SCCU, or if 90 days have passed since the escalation of your complaint to step 2, you may contact the Ombudsman for Banking Services and Investments (OBSI) about your complaint. OBSI is an independent dispute-resolution service that investigates unresolved disputes at no charge to you. OBSI must be contacted within 180 days of receiving a final response to your complaint. 

20 Queen St. W. Suite 2400

PO Box 8

Toronto

ON M5H 3R3 

Email: ombudsman@obsi.ca

Website: www.obsi.ca

Toll-free: 1.888.451.4519

Thank you in advance for making your issue known to us. We take member complaints very seriously and are committed to making every effort to resolve your concern.

Download a copy of Sunshine Coast Credit Union' Complaint Process.