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COMPLIMENTS

Let us know about the exceptional service you received by contacting us at the True North Hub at 1-866-413-7071 or send an email to info@northerncu.com. 

COMPLAINTS

At Northern Credit Union we take complaints very seriously. We’re committed to making every effort to resolving your concern. We’re committed to responding to you within 24 hours with the following information:

• Acknowledgement that we have received your concern
• Where possible, we will strive to immediately resolve your concern
• If further investigation is required on our part, we will let you know how it is being handled and when you can expect to hear from us
• If the matter may take a little longer to resolve, we will keep you informed throughout the process

To make the process easier for you, we have outlined the following steps to ensure a satisfactory resolution.

STEP 1:

In advance, gather and assemble all the pertinent information such as:

• Your member number.
• Date(s) of occurrence.
• Supporting statements or documents, if any.
• The names of any specific staff involved.
• Your preferred method of reply: mail, email or phone (if phone, when is the best time to call)

STEP 2:

Contact the True North Hub at 1-866-413-7071 to discuss your concerns or send an email to info@northerncu.com.  Our staff are empowered to handle virtually any problem that you may have encountered.   If staff are unable to fully rectify your concern, it will be escalated to a member of management for further review and follow –up.

STEP 3:

If the staff member or management was unable to satisfy your concern, you may wish to appeal your situation further by contacting Northern’s Complaints Officer, Angie Sorrenti in writing at:

Northern Credit Union Corporate Office
280 McNabb Street, PO Box 2200
Sault Ste Marie, ON P6A 5N9

By Email: angie.sorrenti@northerncu.com

By Phone: 705-253-9868 Ext 4709 or toll free at 1-866-413-7071 ext 4709

STEP 4:

If Northern Credit Union has not ultimately resolved your issue you may wish to contact the Financial Services Regulatory Authority of Ontario

By Mail:
Financial Services Regulatory Authority of Ontario (FSRA)
Licensing & Market Conduct Division
Credit Union and Caisse Populaire Complaints
25 Sheppard Avenue West, Suite 100
Toronto, ON M2N 6S6

By Email: contactcentre@fsrao.ca

We can accept written privacy complaints or inquires about:

• How Northern Credit Union collects or uses personal information;
• How, when, and with whom Northern Credit Union shares personal information;
• The type(s) and/or amount of personal information Northern Credit Union collects; and
• Any other concern(s) you may have about how Northern Credit Union handles personal information and/or its impact(s) on personal privacy.

To submit a privacy complaint or inquiry, you can write a letter that includes:

• Your name, date, the nature of the complaint or inquiry (be specific as possible) and preferred method of contact about your complaint (mailing address, telephone number or email address).

Send us the letter by email to privacy@northerncu.com or

Mail to:
The Privacy Officer
Northern Credit Union
280 McNabb Street, P.O. Box 2200
Sault Ste. Marie, ON
P6A 5N9

Northern Credit Union will respond within 2 business days.  For complaints or inquires that may need more time, we will contact you and provide a status update.