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Vanguard Credit Union constantly strives for excellence in member service, however, despite our best efforts, errors occasionally do occur. As part of our commitment to you, Vanguard has implemented a formal complaint handling process to deal with these situations. This process will provide fair treatment to members and ensure complaints or concerns are dealt with in a courteous and timely manner. If you have a concern or a complaint about the service we provide or the product lines we offer, we want to hear from you. By addressing your issue or concern, we will have ultimately improved our service levels to all members.

Please let us know if you have any questions, complaints or concerns about your dealings with Vanguard Credit Union. While our staff members can answer most questions, for complaints and concerns, it is preferable to follow the process outlined below:

Step 1

Contact your Vanguard branch 
It’s easiest to check facts and make corrections at the place where the problem started –with a Member Service Representative, with a Lender, or with the Manager or Office Supervisor – wherever the issue started out, make that your first step.
In advance, assemble all the pertinent information such as:

  • Your account number and date(s) of occurrence
  • Your preferred method of reply: mail, e-mail or phone (if phone, the best time to call)
  • Supporting statements or documents, if any
  • The names of any specific staff involved
  • Clarify the situation and sequence of events, and then decide what it is you would like us to do

We ask that you complete a Complaint Form to ensure we have an accurate record of your problem. Click here for the Complaint Form or a form may be obtained at any branch. A Member Service Representative will help you complete it, if you wish.

The sooner you contact us, the sooner we can begin working on a solution. Contact can be made in person, by telephone, in writing, by fax or using the Internet.

Vanguard Credit Union
Corporate Office
Box 430
 Hamiota, MB R0M 0T0
Toll-free phone 1-877-226-7957
Toll-free fax 1-877-240-9238
Website www.vanguardcu.mb.ca

The staff will work hard to resolve your problem to your satisfaction. If you are not satisfied with the solution they are able to provide, the VP of Member Services will become involved in the resolution of your problem. The VP of Member Services will consider the information you provide and will try to satisfactorily resolve the matter.

Step 2

Contact the CEO
if you are not satisfied with the solution you receive from the VP of Member Services in Step 1, the VP will offer to elevate your problem to the CEO. The VP can communicate all relevant details on your behalf and the CEO will contact you. Alternatively, if you prefer to advance the problem yourself, you may use the contact information provided below to contact the Chief Executive Officer, Ian Gerrard.

Mail: Vanguard Credit Union Ltd.
Corporate Office 
Box 430
Hamiota, MB ROM  OTO
Attention: Ian Gerrard, CEO
Phone 204.764.6207 
Fax: 204.764.6250
Email igerrard@vanguardcu.mb.ca
Website www.vanguardcu.mb.ca

Step 3

Contact the Financial Institutions Regulation Branch
After the CEO considers your information and responds to your issue, if you are still not happy that your complaint was resolved to your satisfaction, you may wish to contact the Financial Institutions Regulation Branch, the regulator for Manitoba credit unions.

The Financial Institutions Regulation Branch does not investigate:

  • Credit granting policies or risk management decisions of Vanguard Credit Union
  • Levels of interest rates, service charges or fee that apply to all members
  • Matters that are already before a court

Mail: Financial Institutions Regulation Branch
Woodsworth Bldg
1115 – 405 Broadway
Winnipeg, MB R3C 3L6
Phone 204.945.4466
Fax 204.948.2268
Email coop-cu@gov.mb.ca
Website www.gov.mb.ca/fs/cca/firb

Finally, we wish to thank you in advance for letting your issue be known to us. We take our member complaints very seriously and are committed to making every effort to resolving your concern.

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