Complaint Handling Process

What is Our Commitment to You?

Developing and fostering long-term relationships with members is the foundation of our commitment to service. The Korean Catholic Church Credit Union Ltd (“KCCCU” or Credit Union) and our employees have always been committed to delivering a high quality of service to customers. Our Market Conduct Code builds on this commitment by identifying the standards we embrace as an organization, the way we conduct ourselves, and how we will continue to treat you as we work to maintain your trust while living out our cooperative values.

We hope you are happy with the service we provide. However, we know that things can sometimes go wrong. As part of the Market Conduct Code, we have implemented a formal complaint handling process to deal with these situations. If you have a concern or a complaint about the service we provide or the product lines we offer, we want to hear from you. If we get things wrong, it is important that you tell us so we can try to make matters right. This also helps us to improve our service in the future.

How you can contact us:

General Manager/Compliance Officer
Korean Catholic Church Credit Union Ltd
849 Don Mills Rd. 2nd Fl. Toronto M3C 1W1
Tel: 416-447-7788 Fax: 416-447-5297
Email: info@kcccu.ca

What to Do if You Have a Complaint Please let us know if you have any questions, complaints, or concerns about your dealings with the credit union. While most questions can be answered by the credit union staff, for complaints and concerns.
Before you call or come in with a complaint, put together any relevant paperwork. Try to pinpoint the date when the problem arose. Get the names of any staff members involved and finally, get a clear picture in your mind of what the circumstances were – and what you’d like us to do. If the issue is complicated, it may be best to send a written complaint detailing the issue. Always document the names of people you talk to, including times, dates, and outcomes of the discussions. Taking these steps will assure that your concerns are addressed in a fair, effective, and prompt manner.

Start Where the Problem Started
It’s easiest to check facts and make corrections at the place where the problem started – your creditunion, your mortgage broker, etc. – wherever the issue started out, make that your first call. The credit union complaint handling process will provide fair treatment to members and ensure complaints are dealt with in a courteous and timely manner. The sooner you contact us the sooner we can begin working on a solution.

Don’t Give Up
If the employee you approach can’t help you resolve things, ask to speak to the privacy officer or senior manager. They have the authority to solve most problems right away.

What You Need to Know About Resolving Problems

Ombudsman (OBSI) & Regulatory Authority (FSRA)
Certain disputes that remain unresolved after being reviewed by the credit union can be forwarded to the Ombudsman for Banking Services and Investment (OBSI) or Financial Services Regulatory Authority of Ontario (FSRA). They are available to settle certain complaints that cannot be settled
through the internal complaints handling process. The OBSI is an independent federal organization that investigates customer complaints against financial services providers, including banks, credit unions, and other deposit-taking organizations, investment dealers, mutual fund dealers, and mutual fund companies. This service is also free of charge.

Ombudsman for Banking Services and Investment (OBSI)
PO Box 896, Station Adelaide Toronto, Ontario M5C 2K3
Toll-free: 1-888-451-4519 Toll-free Fax: 1-888-422-2865
E-mail: ombudsman@obsi.ca Website: https://www.obsi.ca/

The Financial Services Regulatory Authority of Ontario (FSRA) is an independent regulatory agency created to improve consumer and pension plan beneficiary protections in Ontario.

Financial Services Regulatory Authority (FSRA)
https://www.fsrao.ca Complaint form IF-018E

The Ombudsman or FSRA does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation or transactions that occurred more than six months from the date of the last correspondence with the credit union (or credit union ombudsman). The Ombudsman or FSRA will consider fairness to consumers in the context of the policies of the credit union and its legal obligations.