Call or visit our head office

#200 – 19933 88th Avenue
Langley, B.C. V2Y 4K5

604 501 4260

Contact our divisional and affiliated brands

Envision Financial

Valley First

Island Savings

Enderby & District Financial

First West Capital

First West Foundation

Contacts for media

We welcome members of the media to contact our media relations team

By phone

Josh Juhlke, Communications Manager
604 309 6066

Our approach to resolving member complaints

Listening and responding to member complaints helps us get better and reflects our commitment to members and service. At First West, members matter most.

1. Expressing and resolving your complaints: Contact your advisor, branch manager or the Member Advice Centre. They will work with you to resolve your complaint. Our Member Advice Centre can be reached by phone or email, and they can help you get in touch with your branch team and branch manager:

2. Escalating your complaint: If you are not satisfied with the resolution reached through your advisor, branch manager or the Member Advice Centre, you can refer your complaint to the President’s office:

3. Sharing your complaint with the Board of Directors: You may wish to appeal your situation further by contacting our Board of Directors: governance@firstwestcu.ca

4. Contacting the Ombudsman for Banking Services and Investments (OBSI): If you are not satisfied with the resolution reached through the Office of the President and the Board of Directors, you may wish to contact the Ombudsman for Banking Services and Investments, Canada’s trusted independent dispute-resolution service for consumers and small businesses.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3

Telephone (toll-free): 1-888-451-4519

Email: ombudsman@obsi.ca

Website: www.obsi.ca

Click here to download a printable PDF version of our complaints resolution process as outlined above.