Resolving Member Disputes

The satisfaction of our members is of utmost importance to us. At Cambrian, we have a process in place to ensure all member disputes or complaints are responded to in a timely manner.  Rest assured that when dealing with Cambrian on these matters, we will strive to be:

  • Open
  • Accessible
  • Prompt
  • Impartial
  • Equitable

If you are a current Cambrian member with a concern that you would like resolved, we encourage you to follow the process outlined below:

Step One – Notify Your Branch

In most cases, your concern can be resolved simply by letting us know about it. You will receive a prompt response speaking directly with one of our staff members, or by elevating your concern directly to the Branch Manager. In most situations you can expect a resolution to your concern within 1-5 business days.

Step Two – Referral of Your Concern

There are times where the branch may not be able to resolve your concern on their own and may require the involvement of either another Cambrian department or partner organization. In this case, our staff will assist you through this process, ensuring your concern is referred to the appropriate party for resolution.  

Step Three – Head Office Department

If you are not satisfied with the resolution offered through the first two steps, you have the right to bring forward your concerns to the appropriate head office department at Cambrian. In these situations, your concern will be fully re-examined prior to offering a final resolution, which should take anywhere between 5 to 10 business days of receipt.

Step Four – Executive Review

Should a resolution still not be found throughout the first 3 steps, your complaint can be brought to the Chief People & Corporate Services Officer or the Chief Risk & Credit Officer for a final investigation. 
Click here for a listing of our branches and their phone numbers.