Praise or Problems

At Northern Credit Union, we hold ourselves accountable for everything we do. So if you’ve got a suggestion for improving our service, we want to hear about it. And if you’ve got a complaint, we want to do everything in our power to make things right.

And of course, if you felt we did something well, we want to hear about that too! Because the more you tell us, the better we can be.

Praise Procedure

Please tell us about the exceptional service you received.

Feedback

Click here to submit feedback.

Please be sure to provide the name(s) of the staff involved so we can be certain to give proper recognition. Thank you!

Problems Procedure

We take concerns or complaints very seriously at Northern. We certainly hope to address and resolve concerns early on at the first point of contact; by visiting or calling your branch for example. If you have a concern that needs to go further, we can all help each other by following a sound approach:

  1. Gather all the details, including dates, names of people involved and any related documentation so we have a deep understanding of the issue and involve the relevant people as soon as possible.
  2. Contact your particular Branch Manager. If you have already done so, and the issue has not been adequately addressed, you should then contact the Director of Sales for that area.
    You can find the contact information for your particular branch by searching for it on our Locations page and clicking “More Info” under it’s listing.

You will hear from us within two business days.

What to expect? 

  • Acknowledgement we have received your concern or complaint
  • Where possible, a quick, satisfactory resolution
  • If further action is required on our part and we anticipate needing some time to fully address the matter, we will keep you informed.

If the problem is still not resolved by the Director of Sales

You may choose to escalate your complaint to:

Northern Credit Union Corporate Office
280 McNabb Street, PO Box 2200
Sault Ste Marie, ON P6A 5N9
ATT: Angie Sorrenti, Complaints Officer

Email: angie.sorrenti@northerncu.com
Phone: 705 253 9868    Ext 4709

If Northern Credit Union has not ultimately resolved your issue, you may wish to contact the Financial Services Commission of Ontario.   www.fsco.gov.on.ca

Financial Services Commission of Ontario
Licensing and Market Conduct Division
5160 Younge Street, 4th Floor, Box 85
Toronto, ON M2N 6L9

Phone: 1 800 668 0128