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?

Option 1: 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

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

Option 2: Contact the Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (“FCAC”) oversees our compliance with consumer protection laws, voluntary codes of conduct and public commitments. This includes, for example, the requirement for us to share information about our complaint handling process with you.

You can view a full list of the codes and commitments applicable to us on our Purpose page.

If you have a concern about our compliance with a consumer protection law, or any of our voluntary codes of conduct/public commitments, contact the FCAC.

Financial Consumer Agency of Canada

427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Call (English): 1-866-461-FCAC (3222)
Call (French): 1-866-461-ACFC (2232)
Outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Website: Contact Financial Consumer Agency of Canada - Canada.ca

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	How Long Will It Take?
New membership or account opening	30 minutes
Ordering a new debit card	15 minutes
Ordering a new credit card	30 minutes
New GIC	1 business day
GIC renewal	15 minutes
Withdrawing a GIC	30 minutes
New registered investment	30 minutes
Additional registered investments (once you have a registered investment in place)	Self-serve through online banking - 5 minutes
Innovation Wealth referral	1-2 business days
New mortgage	1 business day Approvals – 1 business day
New loan	1 business day Approvals – 2 business days
Mortgage renewal	1 business day
Loan renewal	1 business day
Wires	2 hours