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Business Code of Conduct

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At Coast Capital Savings Federal Credit Union (“Coast Capital”) we help empower you to achieve what’s important in your life. As a business owner, we understand that your business is an important part of your life and we are here to provide solutions that are right for you and your business.

Every business needs a hand with understanding their needs, and building a solid banking relationship is the first step. At Coast Capital, our commitment to you starts with Simple Financial Help; products and services that are easy to understand and expert advice to help your business grow.

To treat your business like a big business and develop strong, positive relationships, we’ve put our promise to you in writing, along with how we can address any concerns that may arise. This Code of Conduct will not limit your or our legal rights.

Open Communication

SIMPLE…we will communicate clearly and openly and we will provide you with solutions that are easy to understand.

FINANCIAL…we will deliver financial products and services that are simple and easy to use and understand.

HELP…We will provide documents that are written in clear and understandable language, free from buzzwords and that concentrate on what is important in your life.


At Coast Capital, we have a Commercial Banking team that is empowered to help our business members achieve what is important to them and their business. To make sure that our team lives up to its promises, we have appointed the Manager, Small Business Compliance, Policy and Operations to ensure this Code is implemented and followed by all our employees when dealing with our business members.

Credit Process

Credit Application

In keeping with our promise to provide Simple Financial Help, Coast Capital will make the following information available to assist you in applying for business credit:
  • Clear instructions on how to apply for credit;
  • An explanation of the requirements for obtaining credit;
  • Guidelines and advice on preparing a business plan; and
  • An estimate on the time it will take us to make a credit decision.
Credit Application – Approval

Coast Capital assesses each credit application based on its own merits. Once a credit application is approved, we will inform you of the terms and conditions of financing including any further information and documentation we may need from you. This information can be provided in writing at your request.

Credit Application – Decline

Should your credit application be declined, Coast Capital will inform you about:
  • The main reason(s) for the decision;
  • What we require in order for us to reconsider your application; and
  • Where to find information for alternative sources of financing, such as government programs and venture capital.
Change in circumstances in the credit relationship.

There are times when your business may experience a significant business change, either positive or negative, that can affect your credit relationship with Coast Capital. When this occurs, we will:
  • Review the existing terms and conditions before deciding if any action should be taken;
  • Advise if there is additional information we require from you and give you reasonable time and opportunity to provide this information;
  • Upon review and under normal circumstances, we will provide you with a minimum of 15-calendar days’ notice of any actions or measures we will undertake in response to a change in the credit relationship; and
  • Notify you, in writing, of any modification affecting your credit relationship with us (e.g. change in terms and conditions, fees or financing).

Tell us about your experience.

If you have a good experience with Coast Capital, we want to celebrate it. If you have bad one, we want to fix it.

In keeping with our promise of Simple Financial Help, Coast Capital has developed a simple and efficient process to address any concerns about your experience with us, including whether you think we are meeting our commitments under this Code of Conduct.

Resolving Your Complaint.

Talk to us about your complaint.

As a valued member of Coast Capital we appreciate your feedback  and are committed to doing everything we can to resolve your complaint. Connect in person, by email or over the phone. Our frontline employees will work with you to attempt to resolve your complaint in a fair and consistent manner.

For Coast Capital banking products:

Coast Capital Advice Centre
Toll-free: 1.888.517.7000

Find a Coast Capital branch:

For Auto Equipment Finance:

Auto Equipment Finance
Toll-free: 1.877.375.2777


Contacting a designated complaint handling team.

If you are not satisfied with the resolution provided by our frontline employees, you may request that your complaint be escalated to the designated complaint handling team, or you may escalate the complaint directly.

If you are not provided with a resolution in 14 days of your complaint being communicated to us, we will escalate the complaint to a designated complaint handling team on your behalf.

Once received, a designated complaint handling team will continue working with you in an effort to provide you with a resolution to your complaint in a timely manner.

For Coast Capital banking products:
Member Relations Team
#800-900 King George Blvd
Surrey, BC V3T 0K7
Local: 604.517.7764 Toll-free: 1.844.517.7764

For Auto Equipment Finance:
Auto & Equipment Finance Relations Team
Attn: Credit Review Specialist
#800-900 King George Blvd
Surrey, BC V3T 0K7
Local: 604.293.0202 Toll-free: 1.877.293.0202

Contacting the Complaint Resolutions Office.

If you are not satisfied with the resolution provided by our designated complaint handling team, you may appeal the decision to Coast Capital's Complaint Resolution Office. The head of the Complaint Resolution Office is the most senior person responsible for escalated complaints within Coast Capital.

Complaint Resolution Office
#800-900 King George Blvd
Surrey, BC V3T 0K7
Local: 604.517.7765 Toll-free: 1.844.517.7765

Contacting the external complaint body.

You may contact the Ombudsman for Banking Services and Investment (OBSI) if:
  1. You are note satisfied with the final decision from Coast Capital Complaint Resolution Office. Please keep in mind that the OBSI requires you to submit your complaint within 180 days after receipt of the final decision from the Complaint Resolution Office.
  2. You complaint has not been resolved within 56 days of Coast Capital receiving your complaint.
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
PO Box 8, Toronto, ON M5H 3R3
Toll-free: 1.888.451.4519

Contacting a regulatory body.

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated institutions for compliance with consumer provisions. While the FCAC does not resolve complaints, you may contact FCAC at any time for more information about complaint handling requirements:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Consumer Contact Centre: 1.866.461.3222

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