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:
For all concerns other than Privacy, please follow steps 1-5.
If your concern is related to a Privacy matter, please contact our Privacy Officer at:
Cambrian Credit Union
Attn: Privacy Officer
225 Broadway
Winnipeg MB, R3C 5R4
(204) 925-2600
privacyofficer@cambrian.mb.ca
For your security, please do not send any personal or financial information via email.
Most disputes can be resolved by speaking directly with your branch representative. If required, your concern can also be addressed to the Branch Manager. Typically, you should expect a resolution within 1-5 business days.
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 your concern is referred to the appropriate party for resolution.
If you are not satisfied with the resolution offered through the first two steps, you can bring your concern forward to the appropriate department at our corporate office. In these situations, it may take 5-10 business days to fully investigate your concern and provide a response.
Should a resolution still not be found throughout the first three steps, you can bring your concern forward to be reviewed by the Executive Team. Concerns should be addressed to the Chief People & Corporate Services Officer, preferably in writing, providing as much detail as possible. The decision of the Executive Team will be our final resolution.
If your concern has not been resolved after following the above steps, you may forward your complaint to the Ombudsman for Banking Services and Investments (OBSI). OBSI has been appointed to undertake an independent review of member disputes.
You may take your dispute to OBSI when:
1. Cambrian is unable to provide a resolution within 90 days from the time you escalated the complaint, or
2. Within 180 days of receiving a final response from Cambrian regarding your complaint.
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505 PO Box 5
Toronto, ON M5H 2Y4
Phone: 1-888-451-4519
E-mail: ombudsman@obsi.ca
Website: www.obsi.ca
