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.

Step 1: Contact Us

  • Put together any relevant paperwork.
  • If you can, pinpoint the date when the problem occurred.
  • Find out the names of any staff members involved.
  • Tell us what the circumstances were and what you'd like us to do to resolve the issue.

If the issue is complicated, it may be best to send a written complaint detailing your concern.

If you contact us in person and we can’t help you fix things, ask to speak to the compliance officer or senior manager.

If you're still not satisfied, get in touch with the Ombudsman for Banking Services and Investments.

For written complaints:

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

Next Step

Contact Ombudsman for Banking Services and Investments (OBSI)

If your concern is still unresolved, you have the option to forward your complaint to the Ombudsman for Banking Services and Investments (OBSI).

OBSI is an independent federal organization. It investigates customer complaints against financial services providers, including credit unions. This service is also free of charge.

The Ombudsman does not investigate complaints about the following:

  • credit decisions,
  • service fees,
  • interest rates,
  • 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). 

Ombudsman for Banking Services and Investments

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