Concerns or Complaints Process

We strive to provide our members with great service and a pleasant experience, but occasionally things can go wrong. Let us know if this happens or just when you want to voice your concerns. It matters to us, and we take it very seriously. By letting us know when things go wrong you help to make your Credit Union better and stronger for all members.

Our commitment is to acknowledge your contact within two business days of receiving it. Where possible, we aim to provide an immediate resolution to your concern. More complex issues may take longer to resolve, if this is the case we will communicate with you and advise when you can expect to hear back from us.

To assist you in rectifying any problems, or to better acknowledge your concerns, consider taking this approach:

STEP 1

Collect any relevant information including who you spoke to, where, date and time, as well as any documentation regarding your complaint or concern. Be prepared to advise us on your preferred method of reply: phone, email or mail.

STEP 2

Contact our Call Centre at 1.800.561.2557 or at callcenter@tpcu.on.ca for immediate assistance, or if the Call Centre is unable to provide a resolution, please contact your Branch Manager:

STEP 3

If you are not satisfied with your resolution, please escalate your concern to: The Manager of Retail Services, Bess Kominos-Estrela

STEP 4

If the manager of Retail Services is unable to provide a resolution you may wish to contact: The Chief Executive Officer, Andy Doak

STEP 5

If the Police Credit Union is unable to resolve your concern, you may wish to contact the Financial Services Commission of Ontario.