What Is Our Commitment to You?
Developing and fostering long-term relationships is the foundation of our commitment to service. Horizon Credit Union and our employees have always been committed to delivering a high quality of service to members and non-member customers. Our Market Code builds 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 the Market Code, we have implemented a formal complaint handling 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.
How Can You Contact Us?
Please let us know if you have any questions, complaints or concerns about your dealings with Horizon Credit Union. While most questions can be answered by our credit union staff, for complaints and concerns, it is preferable to follow the process outlined below:
Complaint Handling Process
Gather Your Facts (Step 1)
Before you call or come in with a complaint, put together any relevant paperwork. Try to pinpoint the date when the problem arose. Get the names of any staff members involved and finally, get a clear picture in your mind of 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.
Start Where the Problem Started
It’s easiest to check facts and make corrections at the place where the problem started – your Credit Union, your investment adviser, your insurance agent, your mortgage broker, etc. – wherever the issue started out, make that your first call. 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.
Don’t Give Up
If the employee you approach can’t help you resolve things, ask to speak to the compliance officer or senior manager. They have the authority to solve most problems right away. If you’re still not satisfied, get in touch with the Credit Union Ombudsman.
Take it to the Ombudsman (Step 2)
When all else fails, you still have options.
- You can take your complaint to the Saskatchewan Credit Union system’s Ombudsman – the 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.
P.O. Box 3030
2055 Albert Street
Regina, SK S4P 3G8
Ombudsman for Banking Services and Investments (Step 3)
- 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
1505 - 401 Bay St., P.O. Box 5
Toronto, ON M5H 2Y4
Toll-Free Telephone: 1-888-451-4519
Toll-Free Fax: 1-888-422-2865
For more information on our Market Code, please call our compliance officer at 306-728-5425.
View & Print Complaint Form
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.