Market Conduct Code
Our Market Conduct Code is our promise of fair, honest, and respectful banking for everyone.
Our pledge to our members
Canadian credit unions — financial institutions that are governed and financed differently from banks — have been operating in Canada for more than 100 years. As part of the cooperative model, members are shareholders who have a voice in the direction of the credit union and share in its success. Our members are at the heart of everything we do. We are committed to providing high-quality products and services while ensuring complete satisfaction with the level of service they receive.
Our Market Conduct Code reflects the best practices and principles we follow in soliciting, advertising, marketing, selling, and distributing our products and services. It demonstrates our commitment to the fair treatment of everyone who banks with us.
Our best practices can be summarized in five key principles
Business practices
We provide fair treatment to all members. It’s a core component of our governance and corporate culture.
Access to banking services
We ensure all members are granted access to fundamental financial services.
Fair treatment and fair sales
We demonstrate fair sales practices at all times. These are integral parts of our business culture.
Transparency and disclosure
We use plain-language descriptions of products and services to ensure people make informed decisions.
Complaint handling
We review complaints and work to settle them fairly, and we track concerns to help ensure our practices continue to improve.