Resolving Problems

For general banking inquiries, technical support or password resets, please call our Contact Centre at 1.866.863.6237 or email questions@affinitycu.ca.

We’re committed to providing fair treatment to our members and ensuring complaints are dealt with in a courteous and timely manner. If you have an issue, we encourage you to get in touch with us right away so we can get it fixed as soon as possible.

How to share your concerns

Contact your Credit Union
Your first point of contact is the advice centre or department where the problem started. If you’re not satisfied with the response you get there, ask to speak with a manager or request to be put in contact with a compliance officer.

Submit a form
You can also raise your concern by completing our Problem Resolution form. This form may be used to address issues related to the service we provide or the products we offer. You can expect to receive a response within 5 business days of submitting your complaint.

We take concerns and feedback from our members very seriously. If you’ve raised your concern with us and you’re not satisfied with how it’s being handled, you have further options. You may find help if you forward your complaint to these external, impartial organizations:

SaskCentral Ombudsman
2055 Albert Street
P.O. Box 3030
Regina, SK S4P 3G8
Telephone: 306.566.7670
Fax: 306.566.1659
E-mail: ombudsman@saskcentral.com

Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Station Adelaide
Toronto, ON M5H 2Y4
Toll Free Telephone: 1.888.451.4519
Toll-Free Fax: 1.888.422.2865
E-mail: ombudsman@obsi.ca
Website: www.obsi.ca

If you’d like more information on problem resolution, call our Contact Centre at 1.866.863.6237. They’ll put you in touch with our Compliance Department.

Problem Resolution Form

First Name *

Last Name *

Method of Contact

Preferred method of contact *

Please complete your preferred contact information below.

Email Address

Home Phone

Work Phone

Mailing Street Address

City

Province

Postal Code

e.g. S7K 0G1

Your location or nearest advice centre*

What are your complaints/concerns?*

Account
Debit Card
Privacy
Mortgage
Quality of Service
Other

Account Number (if applicable)

Details about your complaint *

Please provide a brief description of your complaint. Write down the events leading to it in the order in which they happened. Include specific dates, time, individuals you dealt with and the actions you took.

Please describe your Proposed Solution *

What would you like to see done?

Upload account statements and/or other correspondence

Please attach copies of your account statements and/or financial agreement (if applicable) and any copies of correspondence or other material that may be of assistance.

Authorization *

I have asked the credit union to investigate my complaint and I consent to the collection, use and disclosure of my personal information for the purposes of investigating the above complaint.