Complaints & Compliments Handling Process

At St. Stanislaus - St. Casimir's Polish Parishes Credit Union Limited, we are committed to service excellence and exceeding Member expectations whenever possible. If you have a great experience to share or a problem or concern to bring forward, we encourage you to contact us.

Resolving your Problem or Complaint

Polish Credit Union's goal is to manage complaints and resolve problems quickly, effectively, and to the satisfaction of our Members. Sometimes, we will need to investigate further.

To ensure consistency and fairness, every piece of member feedback will be assessed for severity using a standardized framework:

• Minor Complaints: Issues with minimal impact on the member’s experience.
• Moderate Complaints: Issues with moderate impact, requiring some escalation.
• Severe Complaints: Issues with significant impact or potential risk, requiring immediate attention and thorough investigation.

Steps for a quick resolution

STEP 1

Talk to us. If you have a concern or complaint, it can usually be addressed by the staff members at your branch. You can contact the staff by visiting or calling your branch.

Staff members will document and categorize your concern according to the severity framework, ensuring that appropriate steps are taken based on its level.

Find a Location

STEP 2

If you are not satisfied with how your concern was handled, you can refer your complaint to your Branch Manager for further investigation. The Branch Manager will review the severity categorization and ensure that the appropriate resolution process is followed.

Find a Location

STEP 3

If you have completed the first two steps and feel further action should be taken, you can forward a written complaint to the Polish Credit Union’s Complaint Officer.

The Complaint Officer will review your complaint, validate its categorization, and ensure consistent handling according to the standardized framework.

Contact Member Relations

STEP 4

If you are not satisfied with the recommendation made by Polish Credit Union’s Complaint Officer, you may contact the Financial Services Regulatory Authority of Ontario (FSRA) for further review.

Telephone: 416-250-7250

Toll free: 1-800-668-0128

Website: https://www.fsrao.ca

Mail: Financial Services Regulatory Authority

5160 Yonge Street, 16th Floor

Toronto, Ontario, M2N 6L9

Compliments or concerns, our Leadership Team is always happy to hear from you.

Contact Leadership Team