Member Issues and Comments
VP Financial 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, VP Financial 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 VP Financial. 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
Contact our Graveley 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 preferred 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 phone (604-683-2434), in writing, by fax or by using the internet.
108 – 3585 Graveley Street, Vancouver, BC V5K 5J5
STEP 2 Escalate to the Complaints Officer
In the event your concern remains unresolved, or you still have feedback you’d like to share, you may contact our Complaints Officer who will review your email and escalate your concern to the CEO’s office. The Complaints Officer is committed to providing a response to you within 90 days of receiving your feedback.
Please email your feedback or concern to [email protected].
As a member of our credit union, you may direct any concern in writing to the Board of Directors. You can send an email to our Corporate Secretary at [email protected] (Attention: Board of Directors) or mail a letter to:
Board of Directors
G&F Financial Group
7300 Edmonds Street, Suite 401
Burnaby, BC V3N OG8
External Complaints Body
If your concern remains unresolved and you would like to escalate your complaint further, you can contact the Ombudsman for Banking Services and Investments (OBSI). OBSI will undertake an independent review of your complaint. You may submit your concern to OBSI if:
- We are unable to resolve your complaint within 90 days of your escalation to the Complaints Officer, or
- You have not received a response from our Complaints Officer within 90 days of submitting your feedback.
Contact for OBSI:
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Finally, we wish to thank you in advance for letting us know of your issue. We are dedicated to resolving any complaints fairly and we will use your feedback to improve how we serve you going forward.