Members may share feedback directly with their branch, Member Connect, or through our Member survey emails. Surveys may be sent following certain interactions to help us understand and improve the Member experience. We welcome both compliments and concerns and review all feedback regularly as part of our commitment to continuous improvement. If you receive a survey invitation, we encourage you to participate.
We take all concerns seriously and follow a clear, fair process to review and resolve them. Our goal is to address your concern as quickly as possible and keep you informed throughout the process.
Most concerns can be resolved quickly by speaking with the person closest to your situation. The steps below help ensure you’re connected with the right team and, if needed, outline how your concern can be reviewed further.
Please start with Step 1. If your concern is not resolved, continue through the steps in order, to ensure it is reviewed by the appropriate team.
Please contact your DUCA representative, local branch or Member Connect. They are best positioned to review your situation and work toward a resolution.
If your concern is not resolved after speaking with one of our representatives, you may ask to speak with their Manager.
A Manager can provide additional support and review your concern more closely. In many cases, concerns are resolved at this stage and do not need to be escalated further.
If you have completed Steps 1 and 2 and your concern is still not resolved, you may escalate it by emailing our Member Relations team.
In your email, please include your full name, your contact information, a summary of your concern.
The Member Relations Team will acknowledge receipt of your concern within two business days. If your concern falls within their mandate and has progressed through the first two steps, they will begin a full investigation.
Most investigations are completed within 4 to 6 weeks, and you will receive a written resolution or recommendation.
The Member Relations Team reviews business decisions to ensure policies have been followed; however, they do not override or make exceptions to existing policies. Some matters fall outside their mandate, including credit or lending decisions, interest rates, service fees, account closures, issues in litigation, decisions made by the courts, and transactions where records are no longer available.
If you are not satisfied with the resolution provided by our Member Relations Team, you may contact FSRA, the independent regulator for Ontario credit unions and caisses populaires, for further review.
Financial Services Regulatory Authority of Ontario
25 Sheppard Avenue West, Suite 100
Toronto, ON M2N 6S6
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