Resolve your concerns

Listening and responding to member concerns helps us get better – and reflect our commitment to our members and service. At Valley First, members matter most. 

1. Expressing and resolving your concerns

Contact your Advisor, Branch Manager, or the Member Advice Centre to work with you and to resolve your concern. Our Member Advice Centre can put you in touch with your branch and Branch Manager. 

Member Advice Centre:
1-888-597-8083
contact@valleyfirst.com

2. Escalating your concerns

If you are not satisfied with the resolution reached through your Advisor, Branch Manager or the Member Advice Centre, you can refer your concern to the President's office.

Office of the President:
president@valleyfirst.com

3. Sharing your concerns with the Board of Directors

You may wish to appeal your situation further by contacting your Board of Directors. 

Board of Directors: 
governance@firstwestcu.ca

At any time during this process, you can contact The BC Financial Services Authority (BCFSA) to file a complaint.  The BCFSA will not be able to mediate on a Member’s behalf. However, the BCFSA can help you obtain a clear response from your credit union. The complaints received by the BCFSA can also help them to monitor and identify systemic issues in the credit union marketplace.