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Listening, responding, resolving

We value your feedback and are committed to addressing your concerns with fairness, transparency and care.

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How we resolve member concerns

We appreciate the opportunity to serve you and your satisfaction is our top priority. 

If you’re not satisfied with any aspect of your ACU member experience, please bring it to our attention. We always aim to resolve your concern with the first contact, but we recognize that is not always possible.  

Please follow the process below to obtain assistance with your concerns.

Step 1: Contact personnel at the branch, department or Member Communication Centre where you received the service.

Step 2: If your concern has not been resolved to your satisfaction, you may ask to speak to a manager for further assistance.  

Step 3: If your concern has still not been resolved to your satisfaction, you can ask the manager to escalate it to a member of our Senior Management Team. 

Here are other ways to reach out to us: 

PHONE 

  • ACU Member Communication Centre:  
    204.958.8588 | Toll free: 1.877.958.8588 (North America only) 
  • Caisse Assiniboine Toll Free:
    1.866.926.0706     
  • Legacy Westoba
    1-877-937-8622 (    1-877-WESTOBA) 
  • FAX 
  • 204.958.7348 
  • Toll-free fax
    1.855.299.5566 (North America only)

EMAIL  

SECURE MESSAGING

  • Secure message through online or mobile banking.
  • Not sure how to use this feature? Please see secure messaging.

TRADITIONAL MAIL  

  • ACU Member Communication Centre 
    PO Box 2, Stn Main 
    Winnipeg, MB R3C 2A1 

IN-BRANCH 

 

Step 4: If we have been unable to handle your concern to your satisfaction, you can choose one of the options below. Please note that these organizations will not consider an issue unless the member has completed each of the first 3 steps. 

  • Option 1: Contact the Ombudsman for Banking Services and Investments (OBSI) https://www.obsi.ca/en/about-us/contact-us/, a Canadian organization that acts as a fair and impartial investigator of banking-related complaints. 
  • Option 2: Contact the provincial Financial Institutions Regulation Branch (FIRB), which administers The Credit Unions and Caisses Populaires (CUCP) Act, provides regulatory compliance of credit unions, and ensures the public interest is protected. 

ACU is committed to the Market Conduct Code.

Have questions? We're here to help.

Whether you're looking for more information or need guidance on your next financial move, our team is ready to support you. Reach out and let us know how we can assist.

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