We want to hear from you.
At Kindred Credit Union, our values of integrity, compassion, and stewardship are woven into everything we do. We believe that our members have a right to expect a different kind of banking relationship, a relationship that focuses on what’s right for you. We want you to have an excellent banking experience with Kindred.
If you have a concern or complaint, we want to know about it so that we can respond promptly, accurately, and with the utmost courtesy. We will provide our members with easy and accessible ways to register a complaint, and we will do our best to respond and resolve it whenever possible. All complaints and personal information collected, whether written or oral, will be handled in a fair, timely, and confidential manner. Our members are entitled to no less. Learn more about Kindred’s commitment to your privacy.
Kindred’s Member Complaint Resolution Process:
1. Let us know
If you have a concern, please contact your local branch staff or the Member Support team at the Kindred head office. Most problems can be resolved quickly and easily by speaking with your local branch staff.
2. Speak with your Branch Manager
If your concern isn’t resolved to your satisfaction, please speak with your Branch Manager.
3. Ask for a further review
If you are not satisfied with the Branch Manager’s response, you may escalate your complaint for further review. Call us toll-free at 833.909.0014, fax to 833.940.0030, or email Member.Resolution@kindredcu.com. You may also send a letter to our head office.
What you can expect: We will acknowledge receipt of your escalated complaint in writing, and we will begin to investigate. To aid the complaint investigation, we may:
- contact you to clarify the information we have;
- contact you to request additional information in writing;
- share your complaint and supporting documentation with the Kindred staff person who is associated with the situation;
- request additional information from other parties who may have been involved;
- provide you with timely updates; and
- advise you of any action we will be taking.
Our response to you: Once the investigation is complete, we will provide a written response that outlines the findings of our investigation.
If Kindred is unable to resolve the issue to your satisfaction, you can contact our credit union trade association, Central 1, which may be able to mediate with Kindred on your behalf. A member of Central 1’s legal team fills the role of ombudsperson for Ontario credit unions. This person can be reached by emailing email@example.com.
It is important to note that Central 1 does not have the authority to reverse Kindred’s decisions, as each credit union in Ontario operates independently.
5. External Recourse
If you are still dissatisfied after following our complaint resolution process, you may escalate your complaint by writing to the Financial Services Regulatory Authority of Ontario (FSRA).
First download and fill in the Business Activity Complaint form to open an investigation with FSRA.
Then send the completed Business Activity Complaint form to FSRA, along with: The written response you received from your credit union or caisse populaire and any other supporting documents you may have.
By email: firstname.lastname@example.org
Financial Services Regulatory Authority of Ontario (FSRA)
Licensing & Market Conduct Division
Credit Union and Caisse Populaire Complaints
5160 Yonge Street
4th Floor, Box 85
Toronto, Ontario M2N 6L9