Our approach to resolving member concerns
We take member concerns very seriously and view them as our best way to identify and rectify problems. By solving an issue or concern for one member, we have ultimately improved our service levels to all members.
Step 1: Let us know what happened and what we can do to help. We do whatever we can to assist and engage all necessary teams. Members can contact an advisor or branch manager, or call our Member Advice Centre toll-free:
- Envision Financial: 1-888-597-6083
- Valley First and Enderby & District Financial: 1-888-597-8083
- Island Savings: 1-888-597-1083
Step 2: If members are not satisfied with the resolution provided at the Member Advice Centre or branch level, members can let the advisor(s) they have been in contact with know that they wish to further escalate the matter to the president’s office. The President’s office will engage senior leadership and work with members to resolve their concern.