Concerns & Complaints

At Brunswick Credit Union, we’re committed to providing exceptional service and building trusted relationships with our members. If something isn’t right, we want to hear about it, your feedback helps us improve.

Sharing Your Concern

We aim to resolve issues promptly and respectfully. Most concerns can be addressed at the first point of contact, but if further review is needed, we have a clear process to ensure your voice is heard.

Step 1: Contact Us

Start by contacting your branch or our Member Experience (Mx) Centre by telephone (+1 833-601-2728), via email (info@brunswickcu.com) or through the form on our website.

Most complaints are resolved quickly by our team. If your issue requires further attention, it will be escalated to the appropriate person.

Step 2: Speak with a Branch Manager

If you are not satisfied with how your concern was managed, you can ask to speak with a branch manager or request a follow-up using the contact methods outlined in Step 1. Our managers will work with you toward a fair resolution.

Step 3: Submit a Formal Complaint

If your concern remains unresolved, you can submit a formal complaint via email to ComplaintEscalations@brunswickcu.com.  You’ll receive confirmation of receipt within 2 business days. Your complaint will be investigated, and you should receive a written response outlining the finding and outcome within 5 business days.

Please note: Complaints sent to the Complaint Escalations inbox are reviewed by members of our senior leadership team. While they cannot override policies or decisions related to lending, collections, or legal matters, they ensure your concern is handled fairly and thoroughly.

Step 4: External Review (Ombudservice)

If you're unsatisfied with the outcome after going through our internal process, you may seek assistance through external agencies. Visit this page to learn more.

We're Here to Help

Your trust is important to us. Whether you're sharing a concern or offering feedback, we're committed to listening and doing our best to make it right.

Need Help Now?

Visit your local branch, call us at +1 833-601-2728, or email us at info@brunswickcu.com.