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Contact Us

​At EKC, we want to hear what you have to say. If you have any questions, feedback or concerns, please feel free to get in touch. Our team will be happy to help.

 
Member Solutions Centre for support

Call us

​Contact our Member Solutions Centre (MSC) for support with any financial need Monday – Friday 10 am – 6 pm.

​Email us

​For any inquiries or to provide feedback on your experience, send us an email.

​Book an appointment

​Need advice or want to learn more about how we can help? Book a chat! 

 

​Branch locations​

​Cranbrook Branch 

920 Baker Street
Cranbrook 
BC V1C 1A5

​Transit Number:

22310

Branch Manager: 

Harminder Atti

Assistant Manager: 

Sharon Cameron
scameron@ekccu.com

Contact:

Phone – 250.426.6666
Fax – 250.426.7370
Toll Free –  1.866.960.6666 

Branch Hours: 

Tue-Thu – 9:30 am - 4:30 pm
Fri – 9:30 am - 5:00 pm
Sat – 9:30 am - 3:00 pm 

Note: Appointments will now be done on the phone or by email unless your circumstances require an in-branch appointment.

​Commercial – Cranbook & Elk Valley 

920 Baker Street
Cranbrook 
BC V1C 1A5

​Commercial Services Contact:

Tomoe Surtees
tsurtees@ekccu.com

Contact:

Phone – 250.417.4521
Fax – 250.426.0879
Toll Free – 1.866.960.6666 

Hours: 

Mon – 9:00 am - 2:30 pm (no teller service and by appointment)
Tue-Thu – 9:30 am - 4:00 pm
Fri – 9:30 am - 5:00 pm 

Note: Appointments will now be done on the phone or by email unless your circumstances require an in-branch appointment.

​Elkford Branch

814 Michel Road,
PO Box 189,
Elkford BC V0B 1H0

​Transit Number: 

22320 

Branch Manager: 

Harminder Atti

Assistant Manager: 

Shawna Klein 
sklein@ekccu.com 

Contact:

Phone – 250.865.4661
Fax – 250.865.7537

Branch Hours: 

Mon – Closed (services provide by Member Solutions Centre: msc@ekccu.com, toll-free 1.866.960.6666)
Tue-Thu – 10:00 am – 3:00 pm 
Fri – 10:00 am - 4:00 pm 

Note: Appointments will now be done on the phone or by email unless your circumstances require an in-branch appointment.

​Fernie Branch 

1601 9th Avenue
PO Box 1440
Fernie BC V0B 1M0

​Transit Number:

22330

Branch Manager: 

Harminder Atti

Contact:

Phone – 250.423.9222
Fax – 250.423.9223

Branch Hours:

Tue–Thu 10:00 am – 4:00 pm
Fri 10:00 am – 5:30 pm
Sat – 10:00 am - 2:00 pm

Note: Appointments will now be done on the phone or by email unless your circumstances require an in-branch appointment.

​Sparwood Branch 

124 Aspen Drive
PO Box 1030
Sparwood, BC  V0B 2G0

​Transit Number:

22340

Branch Manager:

Harminder Atti

Branch Services Workleader:

Adrianna Gorenc
agorenc@ekccu.com

Contact:

Phone – 250.910.9222
Fax – 250.425.0047

Branch Hours:

Mon–Thu – 10:00 am - 4:00 pm
Fri – Closed to foot traffic

Note: Appointments will now be done on the phone or by email unless your circumstances require an in-branch appointment.

 

​Upcoming branch holiday hours

2022

New Year's Day
Cranbrook branch closes Friday December 31, 2021 at 3:30 p.m.
Fernie branch closes at 3:00 p.m.
Closed Saturday January 1, 2022
Return to regular hours Tuesday January 4, 2022

Family Day
Closed Saturday February 19
Return to regular hours Tuesday February 22

Easter
Closed Friday April 15, Saturday April 16
Return to regular hours Tuesday April 19

Victoria Day
Closed Saturday May 21
Return to regular hours Tuesday May 24

Canada Day
Closed Friday July 1
Return to regular hours Saturday July 2

BC Day
Closed Saturday July 30
Return to regular hours Tuesday August 2

Labour Day
Closed Saturday September 3
Return to regular hours Tuesday September 6

National Day for Truth and Reconciliation
Closed Friday September 30
Return to regular hours Saturday October 1

Thanksgiving Day
Closed Saturday October 8
Return to regular hours Tuesday October 11

Remembrance Day
Closed Friday November 11
Return to regular hours Saturday November 12

Christmas Day
Closed Saturday Dec. 24, Tuesday December 27
Return to regular hours Wednesday December 28

2023

New Year's Day
Closed Saturday December 31, 2022
Return to regular hours Tuesday January 3, 2023

2022

New Year's Day
Sparwood branch closes Friday December 31 at 3:30 p.m.
Elkford branch closes at 3:00 p.m.
Closed Monday January 3, 2022
Return to regular hours Tuesday January 4, 2022

Family Day
Closed Monday February 21
Return to regular hours Tuesday February 22

Easter
Closed Friday April 15, Monday April 18
Return to regular hours Tuesday April 19

Victoria Day
Closed Monday May 23
Return to regular hours Tuesday May 24

Canada Day
Closed Friday July 1
Return to regular hours Monday July 4

BC Day
Closed Monday August 1
Return to regular hours Tuesday August 2

Labour Day
Closed Monday September 5
Return to regular hours Tuesday September 6

National Day for Truth and Reconciliation
Closed Friday September 30
Return to regular hours Monday October 3

Thanksgiving Day

Closed Monday October 10
Return to regular hours Tuesday October 11

Remembrance Day
Closed Friday November 11
Return to regular hours Monday November 14

Christmas Day
Closed Monday December 26, Tuesday December 27
Return to regular hours Wednesday December 28

2023

New Year's Day
Closed Monday January 2, 2023
Return to regular hours Tuesday January 3, 2023

 

​Partners​

​EKC MoneyWorks

​Their experienced financial advisors are here to help you meet your life goals.

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​Kootenay Insurance Services

​Their local experts will help you put together a personalized insurance plan to protect what matters. 

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​Need help in an emergency? ​

​Lost or stolen card

​Get in touch as soon as possible to ensure your accounts are protected.

​MEMBERCARD®: CALL YOUR BRANCH OR TECHNICAL SUPPORT

CREDIT CARD: TOLL FREE 24/7 1.855.341.4643

​After hours technical assistance

​Get help with a lost or stolen MemberCard, ATM and online banking issues. 

CALL: 1.877.251.5230 (in North America) 

EMAIL: TECHNICAL SUPPORT

 

​Find a surcharge-free ATM

​Don't worry about being far from your branch. With your EKC MemberCard debit card, you have access to thousands of ATMs across Canada — all surcharge-free!* 

​*transactions fees may apply based on your account

 

​Get in touch

​Have a comment or question? We'd love to hear from you. If you would like a response, we'll get back to you within 2 business days.

Our Member Feedback Policy provides a framework to confirm that feedback received is handled in an appropriate and effective way. The policy aims to bring member input into the operation of our credit union, to acknowledge areas of excellence, and to remedy any instance of member dissatisfaction or complaint.

The more feedback we can get from our members, the better our service offering can meet the ever-changing needs and expectations of our membership. As such, feedback of all types is actively encouraged. Suggestions, ideas, compliments, complaints, or anything else – it is all welcome.

Issues, Concerns, or Complaints

Complaints and member dissatisfaction are things that’s we actively strive to minimize, but are undoubtedly a part of doing business. As such, we want members to have a clear pathway in voicing any issues or concerns.

The steps below highlight the best way to formally provide feedback to EKC.

Providing Feedback

Step 1:
Bring your feedback directly to an employee of EKC. This can be done in-person, by email, or by phone. Employees at EKC are empowered with the resources needed to remedy the majority of service issues or concerns.

If you do not have direct contact with someone at EKC by phone or email, you can send your feedback to:

Phone: 1.866.960.6666
Email: info@ekccu.com

  • If you are submitting an issue, concern, or complaint, the employee who is first made aware of the issue will attempt to resolve the issue with their team.
  • If you have submitted a compliment, idea, or suggestion, the employee will provide this information to the management team through a formalized process. Thank you.

Step 2:
If the employee first contacted is unable to resolve your issue or concern, they will then refer the complaint to a manager or supervisor. Depending on the situation, the manager or supervisor may be immediately available to help or may need to contact you at a later time. If they are currently unavailable, the employee will confirm the best way to reach you.

Step 3:
If the manager or supervisor is unable to resolve the issue, they will refer the matter to the CEO for review and remedy. The CEO will relay any action and feedback to the manager or supervisor, who will then contact you with an update. The CEO, in certain cases, may instead make direct contact with you.

Step 4:
If the CEO is unable to resolve the issue, the member will be informed as such. EKC tracks all such instances, and the matter will be heard by the Board of Directors during a quarterly review process. However, you may also formally put your issue in writing, and send directly to the EKC Board of Directors.

This can be done by:

  • Mailing a physical letter to:
    EKCCU Board of Directors - ATTN: Pam Pinch
    920 Baker Street
    Cranbrook, BC V1C 1A5
OR

All matters formally submitted to the Board, will be appropriately reviewed and discussed within the policy framework of EKC. The Board will determine if there is a need for follow-up, and if so, will assign someone to contact you via the information available to EKC.

Step 5:
If you have gone through all four steps above, and you feel that your issue has not been properly addressed, you can submit your complaint to the Ombudsman for Banking Services and Investments (OBSI). Our credit union is a member of this group, which is tasked with ensuring that member feedback is heard, and when appropriate, acted upon. Complaints can also be directly sent to the provincial regulator, BC Financial Services Authority.

Submit to OSBI using THIS LINK >