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Your compliments and complaints both inform and inspire us. They help us create innovative products, offer expert advice and provide you with the friendly service you’ve come to expect from us. They also help us to address your concerns so that we can ensure your member experience is the best it can be. Whether you have words of praise, encouragement or suggestions on how we can improve, we’d like to hear from you.

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Compliment Procedure

Let us know about the exceptional service you received.

Mailing Address:
Integris
1598 6th Avenue
Prince George, BC V2L 5B5

Phone:
250-612-3456 or 1-866-554-3456

E-mail:
feedback@integriscu.ca

Please be sure to provide the name(s) of the staff involved so we can be certain to give proper recognition. Thank you!

Complaint Procedure

We take complaints very seriously at Integris and view them as our best way to identify and rectify problems. By solving your issue or concern, we will have ultimately improved our service levels to all members.

We commit to responding to your complaint within 24 hours of the next business day with the following information:

  • Acknowledging receipt of your complaint.
  • An immediate resolution to the problem if at all possible.
  • If further investigation is required on our part, we will advise you what person or department is handling it and when you can expect to hear from them (usually within five working days).
  • Some issues are more complex, and may take longer to resolve. We will let you know if we anticipate that your complaint will take longer to resolve.
  • If you have a problem, issue or complaint of any sort, know that our team is empowered to handle virtually any issue that you have have encountered. We are All In when it comes to member satisfaction and are only a phone call – or an email – away should you need us.

We encourage you to contact your Branch Manager to resolve an issue; however, should the issue not be resolved, please us the process outlined below:

Step 1:

In advance, gather and assemble all the pertinent information such as:

  • Your MEMBER CARD® number
  • Your preferred method of reply: mail, e-mail or phone (if phone, when is the best time to call)
  • Date(s) of occurrence
  • Supporting statements or documents (if any)
  • The names of any specific staff involved
  • Clarify the situation and sequence of events in your own mind, and then determine what it is you would like us to do.

Step 2:

Should you encounter an issue that you would like escalated beyond our Branch Management team, please email your information to: feedback@integriscu.ca. Our feedback distribution email is monitored by our AVP, Member Experience, and at any time, they may provide additional support on your request.

Step 3:

If our Feedback team and our AVP, Member Experience were unable to satisfy your concern, you may wish to appeal your situation further by contacting the office of the CEO:

Mail:
Integris CEO/Executive Team
1598 6th Avenue
Prince George, BC V2L 5B5

Phone:
250-612-3449 or
1-866-554-3456 ext 3449

E-mail:
feedbackceooffice@integriscu.ca

Step 4:

If the office of the CEO or executive team was unable to satisfy your concern, you may wish to appeal your situation further by contacting the office of the Chair of the Board of Directors:

Mail:
Chair, Board of Directors
1598 6th Avenue
Prince George, BC V2L 5B5

Phone:
250-612-3449 or
1-866-554-3456 ext 3449

E-mail:
feedbackboard@integriscu.ca

Step 5:

If your concern remains unresolved and you would like to escalate your complaint further, you can contact the Ombudsman for Banking Services and Investments (OBSI). OBSI will undertake an independent review of your complaint.  

Contact for OBSI:    
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400 
P.O. Box 8
Toronto, ON M5H 3R3 
ombbudsman@obsi.ca 
www.obsi.ca
Toll-free: 1-888-451-4519 

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.