Service Concerns

If we get things wrong, we want to make it right.

We’re sorry!

Making you happy is our everyday goal. However, we know that things can sometimes go wrong. If you have a concern about the service we provide or the products we offer, please tell us. The sooner you contact us the sooner we can work on a solution. See our Problem Resolution brochure (pdf) for more details.

Step 1: Contact Us

Contact us and let us know your concern. We will take detailed notes of your complaint and work with you to resolve it to your satisfaction.

You can contact us:

Online
Through our call centre: 1.866.446.7001
Through digital banking
By mail addressed to any of our advice centres
By visiting any of our advice centres.

After you contact us and provide us with the details of your concern, we will confirm we have received your complaint in writing. You can contact us at any time to ask for an update on the status of your complaint.

If you are not satisfied with the resolution we offer, or if we do not respond to your concern within 14 days of you bringing it to our attention, we will escalate your complaint to Step 2.

We will also escalate your complaint to Step 2 or Step 3 at any time if you ask us to. Our hope is we can address your concern as quickly as possible during Step 1.

For written complaints:

Innovation Federal Credit Union Limited
P.O. Box 1090
198 1st Ave NE
Swift Current, SK S9H 3X3
Email: webmail@innovationcu.ca

Step 2: Escalation to Senior Management

Innovation’s Senior Management will review the details of your complaint. We may contact you and ask for additional information to help us work toward a solution.

A member of Senior Management will attempt to provide you with a written response to your complaint.

If you are not satisfied with the resolution, we will escalate your complaint to Step 3.

Step 3: Escalation to Innovation’s Complaint Officer

Innovation’s most senior Complaint Officer will review your complaint if it is not resolved to your satisfaction during Steps 1 and 2. You may be contacted by our Complaint Officer for additional information about your concern or your experience during Steps 1 and 2.

Our Complaint Officer will provide you with a written response to your complaint within 56 days after we receive it.

What if I'm not satisfied?

What if I am not satisfied with how my complaint was handled or the resolution that was proposed to me? Or, what if my complaint was not responded to by the Complaint Officer within 56 days?

Contact the Ombudsman for Banking Services and Investments

If your complaint is not handled to your satisfaction, you have the option to escalate your complaint to an external complaint handling body, the Ombudsman for Banking Services and Investments (“OBSI”).

The OBSI is an independent and impartial dispute resolution body that oversees complaints between consumers and financial institutions. You can contact the OBSI regarding your complaint at any time within 180 days following the day you receive your final response from us.

Ombudsman for Banking Services and Investments

Mailing Address:
20 Queen Street West, Suite 2400
P.O. Box 8, Toronto, ON M5H 3R3

Phone
1-888-451 4519
TTY Telephone: 1-844-358-3442

Fax
1-888-422-2865

Email
ombudsman@obsi.ca

Website
www.obsi.ca

Feel free to reach out to us if you have any challenges contacting the OBSI.

What if I want to learn more about my rights or the complaints-handling process?

Contact the Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.

Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments.

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Website: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.
Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2

Service Standards: Our Commitment to You

Helping you with your financial needs is why we’re here! You can expect to hear from us soon on every inquiry you make.

Product or Service	Let Us Help!*	Self-Serve in Minutes!
Call Centre	You'll speak to us within 60 seconds
New membership or account opening for Personal accounts	30 minutes	Apply Online
New membership or account opening for Business accounts	90 minutes
Ordering a new debit card	15 minutes
Re-ordering a new debit card	5 minutes
Ordering a new credit card	30 minutes	Apply Online
New GIC	1 hour	Already a member? Log into online banking Select Accounts > Open Account Select your GIC of choice
GIC renewal	15 minutes
Withdrawing a GIC	30 minutes
Innovation Wealth referral	2 business days
New mortgage	1 business day
New Personal loan	1 business day
New Business Loan	2-5 business days
Mortgage renewal	1 business day
Wires	2 hours
Returning your call after you've left a message	2 hours

*Based on business days.

Loans and mortgages can be approved in one business day if you have submitted all required paperwork OR, you will be able to book an appointment in one business day and be approved in two businesses days if you have submitted all required paperwork.