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Our Commitment

Developing and fostering long-term relationships is the foundation of our commitment to service. We build on this commitment by identifying the standards we embrace as an organization, the way we conduct ourselves, and how we will continue to treat you as we work to maintain your trust, while living out our co-operatives values.

Naturally, we hope you are happy with the service we provide. However, we know that things can sometimes go wrong. As part of our commitment to you, we have implemented a formal problem resolution process to deal with these situations. If you have a concern or a complaint about the service we provide or the product lines we offer, we want to hear from you. If we get things wrong, it is important that you tell us so we can try to make matters right. This also helps us to improve our service in the future.

If you need to resolve a problem, please contact us.

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The Process for Problem Resolution Expand/Collapse

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Your first step in problem resolution should be to contact us. Try and put together any relevant paperwork. Pinpoint the date when the problem arose. Get the names of any staff members involved, what the circumstances were, and what you'd like us to do.

If the issue is complicated, it may be best to send a written complaint detailing the issue. Always document the names of people you talk to, including times, dates and outcomes of the discussions. Taking these steps will assure that your concerns are addressed in a fair, effective and prompt manner.

Innovation Credit Union Limited
P.O. Box 1090
198 1st Ave NE
Swift Current, SK S9H 3X3

The credit union complaint handling process will provide fair treatment to members and ensure complaints are dealt with in a courteous and timely manner. The sooner you contact us the sooner we can begin working on a solution.

If the employee you approach isn't able to help you resolve things, ask to speak to the compliance officer or senior manager. If you're still not satisfied, get in touch with the SaskCentral Ombudsman.

SaskCentral Ombudsman
The SaskCentral Ombudsman seeks satisfactory resolution of complaints with a view to fairness and does not advocate for either the complainant or the credit union when investigating disputes. This service is free of charge to the complainant but there is no provision for the award of costs to solicitors or other professionals, and recommendations are not binding on credit unions.

SaskCentral Ombudsman
P.O. Box 3030
2055 Albert Street
Regina, SK S4P 3G8
Telephone: 1-306-566-7670
Fax: 1.306.566.1372
Email: ombudsman@saskcentral.com

Note: The Ombudsman does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation or transactions that occurred more than six months from the date of the last correspondence with the credit union (or credit union ombudsman). The Ombudsman will consider fairness to consumers in the context of the policies of the credit union and its legal obligations.

Ombudsman for Banking Services and Investments (OBSI)

Certain disputes that remain unresolved after being reviewed by the SaskCentral Ombudsman can be forwarded to the Ombudsman for Banking Services and Investments (OBSI). The OBSI is available to settle certain complaints that cannot be settled through the internal complaints handing process. The OBSI is an independent federal organization that investigates customer complaints against financial services providers, including banks, credit unions and other deposit-taking organizations, investment dealers, mutual fund dealers and mutual fund companies. This service is also free of charge.

Ombudsman for Banking Services and Investment
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, Ontario M5H 2Y4
Toll-free: 1.888.451.4519
Toll-free Fax: 1.888.422.2865
E-mail: ombudsman@obsi.ca
Website: www.obsi.ca

Note: The Ombudsman does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation or transactions that occurred more than six months from the date of the last correspondence with the credit union (or credit union ombudsman). The Ombudsman will consider fairness to consumers in the context of the policies of the credit union and its legal obligations.




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