Member Disputes

Resolving Member Disputes

The satisfaction of our members is of utmost importance to us. We have a process in place to ensure all member disputes or complaints are responded to in a timely manner. Rest assured that when dealing with Cambrian on these matters, we will strive to be:

  • Open
  • Accessible
  • Prompt
  • Impartial
  • Equitable

If you are a current Cambrian member with a concern that you would like resolved, we encourage you to follow these steps.

Step 1:
Notify Your Branch

In most cases, we can resolve your concern if you let us know about it. We value personalized service, so when you contact your branch, you will receive a prompt response by speaking directly with one of our staff members. Our staff can help you elevate your concern directly to the Branch Manager. In most situations, you can expect a resolution to your concern within 1 - 5 business days.

Step 2:
Referral of Your Concern

There are times when the branch may not be able to resolve your concern independently and may require the involvement of another Cambrian department or partner organization. In this case, our staff will assist you through this process, ensuring we refer your concern to the appropriate party for resolution.

Step 3:
Head Office Department

If you are not satisfied with the resolution offered through the first two steps, you have the right to bring forward your concerns to the appropriate head office department at Cambrian. In these situations, your concern will be fully investigated before offering a final resolution, which should take between 5 to 10 business days of receipt.

Step 4:
Executive Review

Should a resolution still not be found throughout the first three steps, you can bring your complaint to the Chief People & Corporate Services Officer or the Chief Risk & Credit Officer for a final investigation.