Complaint Resolution

Our commitment: we strive to provide members with quality financial services and welcome an opportunity to put things right for members who are dissatisfied with our service.  Member feedback will be used to help improve services for members.

Mission: ENRICHING lives through sound financial services; OWNED locally; CONNECTED globally.  Peoples Credit Union is member owned and governed by a Board of Directors elected by you, the member.  Our Board’s responsibility is to provide governance and oversight to the professional management of Peoples Credit Union on behalf of its members.
If you are a member and have come across a situation or problem with our staff, products or services, we ask that you follow the steps below to assist you with a simple and direct means to resolve your problem or complaint.

A complaint is defined as: any expression of dissatisfaction, whether oral or written, regarding a service that the credit union has provided, or failed to provide.  Please note that we will aim to deal with your complaint as thoroughly and as quickly as possible.

Resolution Process:

1. It is possible a complaint is due to a misunderstanding or miscommunication, which can often be resolved quickly.  The best way to address your complaint depends on how the situation arose.  If you are already dealing with a staff member, please contact that individual directly to discuss your situation, either via phone, fax, mail, email or in-person. 
   
   
2. If you are unsatisfied with the response, you may seek further information from the Branch Manager, Department Manager or Supervisor.
   
   
3. If you have followed these guidelines and your issue remains unresolved, please address your issue directly with our Member Relations Officer:
   
   Heather MacDonald, Member Relations Officer and CEO
   Mail: 8034 Yonge Street  Innisfil, ON  L9S 1L6
   
   Phone: 705-436-2044 ext. 224
   Toll Free: 888-777-8891
   Fax: 705-431-5610