Questions & Concerns

Your credit union strives to ensure that every experience you have with our team is a positive one, but we recognize that sometimes an interaction might not live up to expectations. We also know that sometimes a service experience might be so great that you want to let us know about it.

Letting Us Know About a Great Service Experience

Want to let us know about a great service experience? It’s as simple as sending us a quick e-mail or note in the snail-mail! Make sure you include your branch and the name of our team member you worked with, so we can pass your recognition along. Feedback of this nature may be passed along to the Board of Directors at their next meeting.

 
            Mailing Address:                  Williams Lake and District Credit Union
                                                         Admin Branch
                                                         139 Third Ave N
                                                         Williams Lake, BC  V2G 2A5

            E-mail Address:                   feedback@wldcu.coop


Letting Us Know About an Issue Requiring Resolution

Do you want to let us know about an issue that needs to be resolved? We’re sorry that our service hasn’t met expectations, and we’re happy to work with you to find a resolution. Initial requests will be responded to within two business days: 

  • We’ll acknowledge receipt of your concern
  • We’ll provide an immediate resolution wherever possible
  • We’ll request any additional information required to resolve your concern
  • We’ll let you know who will be handling the resolution of your concern and the anticipated timeframe

Here are the steps to ensure your concern is resolved quickly and smoothly:

Step One:

Gather the information we’ll need to resolve your concern, including: 

  • Your account number(s)
  • Your preferred method(s) of contact
  • Any relevant dates, supporting statements and/or other documentation
  • The name of our team member involved
  • Review the concern in your mind and think about how you’d like the issue resolved

Step Two:

Contact us to let us know about your concern: 

  • First, please bring your concern to the attention of our team member. Our team members are empowered to resolve concerns
  • If necessary, reach out to our team member’s supervisor or the Branch Manager
  • If your concern still needs resolution after speaking to our team members in your branch, you’re welcome to reach out to our Manager, Operational Excellence and Credit or our Chief Executive Officer
                                                         Nolan Hill
                                                         Manager, Operational Excellence and Credit
                                                         NolanHill@wldcu.coop
                                                         Direct Line: 250.398.9605

             Mailing Address:                 Williams Lake and District Credit Union
                                                         Admin Branch
                                                         139 Third Ave N
                                                         Williams Lake, BC  V2G 2A5

             E-mail Address:                  feedback@wldcu.coop

 

Step Three:

If we haven’t been able to resolve your concern through the first two steps, you’re welcome to make a written submission to our Board of Directors: 

             Mailing Address:                 Williams Lake and District Credit Union
                                                         Admin Branch (Attn: Board of Directors)
                                                         139 Third Ave N
                                                         Williams Lake, BC  V2G 2A5

             E-mail Address:                  feedback@wldcu.coop

If your concern is of a regulatory or other very serious nature, you may reach out the regulator for BC credit unions:
 
                                                        BC Financial Services Authority
                                                        Suite 2800, Box 12116
                                                        555 West Hastings Street
                                                        Vancouver, BC  V6B 4N6
                                                        1 (866) 206-3030
                                                        CUandTrusts@bcfsa.ca
 

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