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• Ombudservice

Credit Union Ombudservice

Complaints Resolution

Developing long-term relationships is the foundation of our commitment to delivering high-quality service to our owners, and to the general public. It is important that you are happy with the service we provide; however, we recognize that things can sometimes go wrong. As a result, we have implemented a formal complaint resolution process to deal with these situations.

If you have a concern or a complaint about the service we provide or the products that we offer, we want to hear from you.

If your concern has not been satisfactorily addressed by the Credit Union employee, it will then be attended to and escalated through the following levels:

1st level: Supervisor
2nd level: Branch Manager and/or Senior Branch Manager
3rd level: Chief Operating Officer
4th level: Chief Executive Officer

5^th level: Ombudservice

If the matter is not resolved to your satisfaction by OMISTA, you can then escalate your complaint to a third party Credit Union Ombudsperson. Complaint forms can be accessed at any Credit Union branch.

The Ombudsperson 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 however, there is no provision for the award of costs for solicitors or other professionals and recommendations are not binding on Credit Unions.