Questions and Concerns

Your credit union strives to ensure that every experience you have with our team is a positive one, but we recognize that sometimes an interaction might not live up to expectations. We also know that sometimes a service experience might be so great that you want to let us know about it.

Letting Us Know About a Great Service Experience

Want to let us know about a great service experience? It’s as simple as sending us a quick e-mail or note in the snail-mail! Make sure you include your branch and the name of our team member you worked with, so we can pass your recognition along. Feedback of this nature may be passed along to the Board of Directors at their next meeting

Mailing Address:

Letting Us Know About an Issue Requiring Resolution

Do you want to let us know about an issue that needs to be resolved? We’re sorry that our service hasn’t met expectations, and we’re happy to work with you to find a resolution. Initial requests will be responded to within two business days: 

• We’ll acknowledge receipt of your concern
• We’ll provide an immediate resolution wherever possible
• We’ll request any additional information required to resolve your concern
• We’ll let you know who will be handling the resolution of your concern and the anticipated timeframe

Here are the steps to ensure your concern is resolved quickly and smoothly:

Step One:

Gather the information we’ll need to resolve your concern, including: 

• Your account number(s)
• Your preferred method(s) of contact
• Any relevant dates, supporting statements and/or other documentation
• The name of our team member involved
• Review the concern in your mind and think about how you’d like the issue resolved

Step Two:

Contact us to let us know about your concern: 

• First, please bring your concern to the attention of our team member. Our team members are empowered to resolve concerns
• If necessary, reach out to our team member’s supervisor or the Branch Manager
• If your concern still needs resolution after speaking to our team members in your branch, you’re welcome to reach out to our VP Operations or our Chief Executive Officer

Williams Lake and District Credit Union
Admin Branch
139 Third Ave N
Williams Lake, BC  V2G 2A5
E-mail Address: feedback@wldcu.coop

Step Three:

If we haven’t been able to resolve your concern through the first two steps, you’re welcome to make a written submission to our Board of Directors: 

Mailing Address:

Williams Lake and District Credit Union
Admin Branch (Attn: Board of Directors)
139 Third Ave N
Williams Lake, BC  V2G 2A5
E-mail Address: feedback@wldcu.coop

The Ombudsman for Banking Services and Investments (OBSI) is Canada's trusted independent dispute-resolution service for consumers and small businesses with a complaint they cannot resolve with their banking services or investment firm.

The OBSI can review your complaint if:

You can reach the Ombudsman for Banking Services and Investments at:

Online: www.obsi.ca

Telephone: 1 (888) 451-4519

20 Queen St. West, Suite 2400

PO Box 8

Toronto, ON  M5H 3R3