Member Issues and Comments



V.P. Credit Union constantly strives for excellence in member service, however in spite of our best efforts, errors do occasionally occur. As part of our commitment to you, V.P. has implemented a formal complaint handling process to resolve these situations. This process will provide fair treatment to all members and ensure that complaints or concerns are dealt with in a courteous and timely manner. If you have a complaint about a service we provide or the product lines we offer, we want to hear from YOU. By addressing your issue or concern, we will have ultimately improved our service level to all members.
Please let us know if you have any questions, complaints or concerns about your dealings with V.P. Credit Union. While our well trained staff can answer most questions directly, for complaints and concerns it is preferable to follow the process outlined below:
 
STEP 1

Contact the branch directly. It is easiest to check the facts and to make corrections at the place where the problem started – with a Member Service representative, with a Lender or with of one of our Managers – wherever the issue started, please make that your first step.

In advance, assemble all the pertinent information such as:
·        Your account number and date of occurrence
·        Your preferred method of contact, mail, email or phone.
(If by phone is your preffered method please, please give the best time to call.)
·        Any supporting documents
·        The names of any specific staff involved
·        Clarify the situation and sequence of events
·        Recommend a course of action that you would like to see to resolve the situation
 
The sooner you contact us, the sooner we can begin to work on the situation. Contact can be made in person, by telephone, in writing, by fax or by using the Internet.

V.P. Credit Union
4837 Victoria Drive
Vancouver, B.C.
V5N 4P3
 
 
Phone    604-683-2434
Toll free 1-877-683-8728
Fax         604-683-3565
Email        info@vpcu.com
Website  www.vpcu.com
 
STEP 2
 
Contact the General Manager. If you are not satisfied with the solution you receive from the staff, please ensure that the GM is aware of your concern. The General Manager is Lydia Johnson and her personal email is ljohnson@vpcu.com

STEP 3

Contact the Chair of the Board of Directors.
V.P. Credit Union
4837 Victoria Drive
Vancouver, B.C.
V5N 4P3
Attention: Chair of the Board.
 
Finally, we wish to thank you in advance for letting us know of your issue. We do take our member complaints very seriously and are committed to making every effort to resolve your situation.