Complaint Handling

We’re Listening

Resolving Your Concerns

At Bayview Credit Union:

      • We are respectful by listening and valuing the views of all;
      • We are innovative in finding solutions and continuously learning to do the best;
      • We operate with integrity and our decisions are open and honest;
      • We act in a responsible manner with the best interests and long term future of our members, employees and our communities in mind.If you feel that we have not met your expectations, we ask that you give us the opportunity to resolve any issue or complaint you may have about our products or services.
These Values Statements serve as the foundation of our service commitment at Bayview Credit Union. We will strive to best serve our members’ needs in every interaction

If you feel that we have not met your expectations, we ask that you give us the opportunity to resolve any issue or complaint you may have about our products or services.

Resolving Your Concerns/Complaints

At Bayview Credit Union we strive to provide superior service in all dealings with our members. If we haven’t achieved that with you, please give us the opportunity to remedy the situation by sharing your experience. We promise to address your concerns promptly and professionally.

Issues Related to Your Privacy

For privacy related concerns please contact the Bayview Credit Union Privacy Officer:

57 King Street, Suite 400
Saint John, NB, E2L 1G5
(506) 634-1263
Email: privacy@bayviewnb.com

If your concern remains after reviewing the issue with the Bayview Privacy Officer, the matter can be referred to the Privacy Commissioner of Canada:

112 Kent Street, Place de Ville
Tower B, 3rd Floor
Ottawa, ON, K1A 1H3
Phone: 800-282-1376
Fax: 613-947-6850
Website: www.priv.gc.ca

All Other Issues

To submit a complaint regarding any other issue, please follow the steps outlined below.

Please note: You are welcome to communicate with us by phone, mail, email, or in person - whatever method is most suitable to you.

When you submit your concern, please provide any relevant details, such as:

  • Supporting documents
  • Dates relevant to the issue
  • Name(s) of any Bayview employee(s) who may be involved (if applicable)
  • Any other details you deem to be relevant

STEP 1: Where Does Your Concern Originate?

The first step to resolving your complaint is to begin where the issue originated, or at the branch where you typically conduct your business.

Request that the Branch Supervisor or Branch Manager be involved in resolving your concern.

STEP 2: Refer to Executive Management

If your concerns are not settled to your satisfaction after Step 1, the issue should be referred to Bayview Executive Level Management:

Chief Operating Officer
57 King Street, Suite 400
Saint John, NB, E2L 1G5
(506) 654-0923

Chief Executive Officer
57 King Street, Suite 400
Saint John, NB, E2L 1G5
(506) 647-5091

STEP 3: Refer to Board of Directors

If your concerns are not settled to your satisfaction after Step 2, the issue should be referred to the President of the Bayview Credit Union Board of Directors.

Please contact Bayview Credit Union’s Executive Assistant to obtain the contact information for the current serving Board President:

Bayview Executive Assistant: 506-635-1129

STEP 4: Refer to Credit Union Ombudsperson

If all previous steps have been taken and you feel your issue has not been settled to your satisfaction, the final step would be to refer your issue to the Credit Union Ombudsperson.  

To submit your complaint to the Credit Union Ombudsperson, please get a copy of the complaint form from Bayview Credit Union’s Executive Assistant. Your completed form should be mailed or faxed to:

The Office of the Ombudsperson
663 Pinewood Road
Riverview, NB
E1B 5R6

 

 

 

 

www.bayviewnb.com

 

 

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