Compliments & Complaints

Your feedback is important to us. If you have a great experience that you would like to share, or a concern that you feel needs to be addressed, we encourage you to let us know.  We strive to ensure your experiences with us are the best they can be.

Compliments - Please let us know who provided you excellent service and we will make sure they get the recognition they deserve! Please email us at kccu@kccu.ca.

Complaints – We take your concerns very seriously and view them as an opportunity to improve ourselves.  If you have a concern, we encourage you to let us know and give us the opportunity to resolve it.  Here are the steps for a quick resolution:

Step 1:  Talk to your Branch
The fastest way to resolve a concern is to speak directly with our branch staff.  If a branch employee is unable to resolve a concern to your satisfaction, they will assist you to escalate your concern to the Branch Assistant Managers or Manager. If the issue is unclear, or a resolution is not easily available, we may request your complaint or concern be submitted in writing so that we might investigate further.

Step 2:  Escalate to our Complaints Manager
If your concern is not, or cannot be resolved at the branch level, our staff can, on your behalf, escalate it to our Complaints Manager.  Alternatively, you may wish to contact our Complaints Manager, David Bull yourself.  Please do so in writing, detailing your concern and how we may resolve the issue, and forward by email or mail to the address listed below.  KCCU’s Complaints Manager reports directly to the CEO and has been appointed to undertake an impartial review of any unresolved complaints. The Complaints Manager will get back to you to acknowledge receipt of your complaint and will strive to resolve your concern in a timely manner.  If further action is required, he will let you know how it is being overseen and when you can expect to hear back from him.  If further escalation is required, the Complaints Manager will assist as needed. 

Step 3:  Escalate to our CEO or Board of Directors
If your concern is not resolved or dealt with to your satisfaction, you may escalate to our CEO or Chair of our Board of Directors.  Please submit your concern in writing to their attention to the address or e-mail below. 

Step 4:  Escalate to the Financial Services Regulatory Authority (FSRA)
If after completing the steps outline above, we have still not resolved your concern you may refer your complaint to FSRA, the regulator for Ontario Credit Unions, by completing and submitting their Online Complaint Form.  

Link:  How to Resolve a Complaint Against a Credit Union or Caisse Populaire | Financial Services Regulatory Authority of Ontario (fsrao.ca)

Complaints Manager – David Bull

Chief Executive Officer – Jon Dessau

Board Chair
c/o Kingston Community Credit Union
795 Gardiners Road, Kingston ON, K7M 7E6
Email: kccu@kccu.ca  - Phone: 613-384-5555

FSRA

Web: https://www.fsrao.ca/consumers/credit-unions-and-deposit-insurance/how-resolve-complaint-against-credit-union-or-caisse-populaire
Phone: (416) 250-7250 or toll-free at 1-800-668-0128
Mail: Financial Services Commission of Ontario
Licensing & Market Conduct Division
Credit Unions and Caisses Populaires Complaints
5160 Yonge Street, 4th floor, Box 85, Toronto, ON M2N 6L9

Privacy We are committed to protecting your privacy and safeguarding your personal and financial information. If you have concerns related to privacy, please contact our privacy officer.  To learn more about our commitment to your privacy, please refer to our privacy and security page on our website.