Your feedback matters
We value the loyalty and trust that you place in SCU. If we haven’t provided you with service that meets or exceeds your expectations, we want to hear from you. We take your feedback seriously and are committed to resolving your concerns and using it to improve our services.
Please follow the process outlined below. In many cases, your issue can be resolved with a single email or phone call. When the situation is more complex, we will guide you to the right individuals who can understand your concerns and help address the issue.
We are committed to responding to you within three business days to confirm we have received your request and provide you with an update on next steps.
STEP 1: Reach out to our departmental leaders
As a first step, we always recommend starting from where the issue originated. Please feel free to ask to speak with a department leader at your branch or use our feedback form . In your message be sure to provide an overview of your concern or issue.
Typically, member concerns can be resolved with just one email or conversation. Our leaders are empowered to help resolve concerns quickly and efficiently. If a resolution isn’t possible at this step, they will connect you with the right person to continue the conversation.
STEP 2: Reach out to Senior Management
If you are unsatisfied with the resolution you received at the department level, the next step to resolving your concern or complaint is to ask to speak with Senior Management.
STEP 3: Escalate to our Executive Leadership Team
If you have had a discussion with the employee, their leader, and a Senior Manager and you do not have the resolution you’re looking for, you may reach out to the Executive Leadership Team by emailing yourfeedbackmatters@scu.mb.ca.
You can also submit your complaint by mail
c/o Member Feedback
Steinbach Credit Union
333 Main St. Steinbach, MB R5G 1B1
STEP 4: Independent Dispute Resolution
If you are still unsatisfied with our response, or if it has been more than 90 days from the time you initiated your complaint, you may contact the Ombudsman for Banking Services and Investments (OBSI).
OBSI is an independent dispute-resolution service that serves financial institutions and their customers. Learn more about OBSI on their website.
Email: ombudsman@obsi.ca
Feedback form: https://consumerportal.obsi.ca/public/inquiries/inquiry