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Market Code

The promise we live

We live by a promise to consistently deliver excellence and integrity in all that we do. One of the ways we do this is by embracing the standards set out in our Market Code. These standards include how we conduct ourselves as an organization and treat the people, businesses and communities we serve while adhering to the co-operative values that guide us as a credit union.
Resolving a problem

We always want to hear from our members, especially if there is something we could be doing better. If you have a concern, issue or complaint of any sort, we encourage you to contact us following the below process:

Step 1: Gather your facts
In advance, gather and assemble all the pertinent information such as:
    • Your debit card number
    • Your preferred method of reply: mail, e-mail or phone (if phone, when is the best time to call)
    • Date(s) of occurrence
    • Supporting statements or documents, if any
    • The names of any specific staff involved
    • Clarify the situation and sequence of events in your own mind, and then determine what it is you would like us to do.

Step 2: Contact us
    • It's easiest to check facts and make corrections at the place where the problem started (in branch or with a department), so please reach out to them first.
    • If you're unsatisfied with the response you've been given, ask to speak with the manager, team leader or senior officer.
    • If you're unsure who to contact, you can call our Member Contact Centre at 1-866-825-3301 or fill out a contact us form.

Step 3: Conexus Ombudsman
    • If your concern has not been resolved through the above steps, please contact the Conexus Ombudsman Office.
    • The Conexus Ombudsman Office will provide an impartial avenue of review for unresolved concerns and may make recommendations to improve operational processes or products and services.
    • The Conexus Ombudsman Office can only review your concern after you have received a response from a Conexus employee.
    • The Conexus Ombudsman handles escalated customer problems for all Conexus business lines.
    • All complaints to the Conexus Ombudsman Office should be in writing. Please explain in your correspondence why the problem has not been adequately resolved to your satisfaction.
  1. Download and complete the Formal Complaint Form
  2. Send it to:
    Conexus Ombudsman
    Conexus Credit Union
    Suite 200 1960 Albert St
    Regina, SK S4P 4M1
  3. Or email it to: ombudsman@conexus.ca

Step 4: Escalating your complaint
If your complaint has not been resolved after following the above steps, you may forward your complaint to the following organization:

Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505 PO Box 5
Toronto, ON M5H 2Y4
Phone: 1-888-451-4519
E-mail: ombudsman@obsi.ca
Website: www.obsi.ca

Note: OBSI does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation, or transactions for which records no longer exist (usually after six or seven years).

TRANSPARENCY AND DISCLOSURE

Financial services can be complicated, but we strive to be open and honest about every product and service we offer, using plain language that keeps you informed but with easy access to the fine print when you want it.

PROFESSIONAL STANDARDS

Maintaining the highest professional standards is a core component of our governance and corporate culture. It’s lived across our entire organization and embodied in the respect and courtesy we extend to every member.

FAIR SALES

Treating our members fairly and dealing with integrity is integral to how we operate. That means we don’t discriminate, misrepresent information, manipulate or engage in any unethical practices. Ever. That’s a promise.
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