CONTACT US
Call or visit our head office
#200 – 19933 88th Avenue
Langley, B.C. V2Y 4K5
Get in touch
Contact our divisional and affiliated brands
Media Inquiries
Contacts for media
By email
By phone
Josh Juhlke, Communications Manager
604 309 6066
Complaint resolution
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:
- Envision Financial: 1-888-597-6083 | contact@envisionfinancial.ca
- Valley First: 1-888-597-8083 | contact@valleyfirst.com
- Island Savings: 1-888-597-1083 | contact@islandsavings.ca
- Enderby & District Financial: 1-888-597-8083 | contact@enderbyfinancial.com
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:
- Envision Financial: president@envisionfinancial.ca
- Valley First: president@valleyfirst.com
- Island Savings: president@islandsavings.ca
- Enderby & District Financial: president@enderbyfinancial.com
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.