The Ombudsman for Banking Services and Investments (OBSI) has been appointed to undertake an independent review of complaints. Resolution Through an External Complaint Body The Senior Complaints Officer will provide an impartial view of your complaint and will provide VCIB’s final decision and explain how the outcome was made. If your complaint is still not resolved to your satisfaction after completing Step 1 and 2, please contact our designated Senior Complaint Officer in writing via email at: The Senior Complaints officer will only review your complaint after you have received a response from the supervisor or Manager involved in the Step 2.
Step 3: Contact our designated Senior Complaint Officer If you feel we did not resolve your concern to your satisfaction, please ask the Customer Service Representative or Relationship Manager that your concern is escalated to a supervisor or Manager. Step 1: Talk to the Customer Service Representative or Relationship Manager relevant to your complaint: To file a complaint or to escalate a complaint that is not resolved to your satisfaction, please follow the steps outlined below: Internal Review Steps If a complaint cannot be resolved within 90 days, a communication will be sent to notify you of the reason for the delay along with an estimate of the time required to complete the response. We endeavour to resolve your complaint as soon as practical and resolutions should take no longer than 90 days from the date the complaint was received. We will provide you with acknowledgement that we received your complaint without delay. We appreciate you taking the time to provide us with your feedback as it will ultimately help us improve our products and services. To report your credit card lost or stolen, review account activity, dispute a transaction, or all other customer service inquiries, call Credit Card Cardholder Services at 1 8 or if you prefer email us at Your ComplaintĪt Vancity Community Investment Bank, we take client service very seriously and have procedures in place to handle any written or verbal complaint received from clients in a fair and prompt manner. Vancouver, BC V6B 4E2 For Credit Cards Only We will get back to you within five business days of receiving your feedback.Įmail Contact: Contact: 1-86 (press * to speak to an agent)Īttention: Director of Payment Solutions Delivery Please provide your name, address, phone number and details of your feedback.
Sometimes you will have feedback, comments, questions, suggestions, or general inquiries about our Vancity Community Investment Bank products that you want a higher level response to.
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Different card programs have different customer service toll free number. To review account activity, dispute a transaction, or all other customer service inquiries, call the number on the back of your card. Visa Card Services – Customer Service, Transaction and Balance Questions For Prepaid Cards
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