Complaints Resolution

At Ukrainian Credit Union Limited, we are committed to resolving member concerns quickly and fairly. If you have a complaint, we encourage you to first speak with your branch manager or call the UCU Contact Centre. Our staff will make every effort to resolve your issue at the initial point of service. If further review is needed, you may escalate your concern to UCU’s Complaints Officer.

The following outlines the steps for submitting and escalating complaints:

1. Every effort will be made to resolve complaints as they are raised by members and depositors at the initial point of service delivery.
2. If a member or depositor wishes to contact the Complaints Officer, directly they may do so, in writing, sent to the following address:

Ukrainian Credit Union Limited

Attention: Complaints Officer

145 Evans Avenue, Suite 300

Toronto, Ontario M8Z 5X8

Email: ComplaintsOfficer@akumar

3. In the event complaints are received and not resolved at the initial point of service delivery or if written complaints are received by the Credit Union which are not directly addressed to the Complaints Officer, the complaint is to be made known to the Complaints Officer within the same business day that it is received.

4. If the complaint is received in writing, the Complaints Officer shall, if practicable and absent exceptional circumstances, cause written acknowledging of receipt of the complaint be sent to the complainant within 5 business days of receiving the complaint.

5. If you’re not satisfied with the resolution presented by our Complaints Officer, you may refer your complaint to the Financial Services Regulatory Authority of Ontario (FSRA) for further review.

Financial Services Regulatory Authority of Ontario 
25 Sheppard Avenue West, Suite 100 
Toronto, ON M2N 6S6 

Telephone: (416) 250-7250 
Toll Free: 1-800-668-0128 
Fax: (416) 590-8480 
TTY: 1-800-387-0584 

Website: https://www.fsrao.ca/