At Sandhills Credit Union, our commitment to delivering exceptional service to members and customers is unwavering. Our Market Code serves as a testament to this commitment, outlining the high market practice standards we adhere to and emphasizing our dedication to maintaining a member-centric approach. This code encapsulates our conduct and co-operative values, reflecting the ethical principles that guide us in every aspect of our operations.
Our Conduct and Co-operative Values
The Market Code is a reflection of the standards we embrace as an organization. It articulates how we conduct ourselves and reaffirms our commitment to treating both existing and potential members and customers with the utmost respect. Aligned with co-operative principles endorsed by the International Co-operative Alliance and the World Council of Credit Unions, our credit union is member-owned and democratically controlled. Our goal is to provide measurable economic and social benefits to members and communities, guided by the values of cooperation, accountability, communication, community impact, employee satisfaction, financial strength, product and service excellence, and professional conduct.
The Co-operative Difference
Being a Sandhills Credit Union member means more than accessing financial services; it means being an owner and decision-maker, contributing to our shared success. As owners, you also share in our financial success, with benefits directed according to the board’s guidance and prudent business practices. Our commitment extends beyond financial services; we actively engage with and support the development of communities, reflecting the co-operative difference.
To Whom Does the Market Code Apply?
Our Market Code applies to all products and services offered by Sandhills Credit Union, regardless of the service delivery method. It is mandatory for all employees, directors, board-appointed committees, and officers to adhere to the principles outlined in the Market Code. As an institution, we hold ourselves accountable to the highest standards of personal and professional integrity.
The Credit Union’s Key Commitments to You, the Member
Our commitments to you, our valued member, are rooted in fairness, transparency, and excellence. We pledge to act fairly and reasonably in all dealings, provide clear and accurate information about our products and services, assist you in addressing issues, and safeguard your privacy and confidentiality. The Market Code underscores our dedication to these key commitments.
Principles in Action: Products and Services to Meet Member Needs
Sandhills Credit Union is committed to providing information about the rights and obligations related to our banking services. We facilitate informed decisions by offering disclosure of product and service information, answering questions, providing toll-free access to subject matter experts, and explaining written information when needed.
Advertising and Sales Practices
Our advertising and promotional literature adhere to the highest standards of transparency and honesty. We do not engage in tied or coercive selling, and our requirements are reasonable and consistent with our risk level.
Employee Training and Competency
Our employees are trained with appropriate accreditation and licensing, ensuring they are knowledgeable, ethical, and capable of fulfilling their duties. We prioritize continuous learning and development to maintain high standards of service.
Abiding by the Law
Sandhills Credit Union ensures that all products and services comply with relevant laws and regulations at federal, provincial, and local levels. We uphold the highest standards of legal and ethical conduct.
Administration of the Market Code
We provide copies of the Market Code upon request and make it available on our website. Our Compliance Officer oversees adherence to the Market Code, and we have established policies and procedures to ensure effective implementation. We encourage open communication, periodic reminders of the importance of the Market Code, and an annual review to maintain compliance.
Questions about the Market Code?
If you have any questions about the Market Code, please contact our Compliance Officer. We are committed to responding to inquiries, questions, or concerns in a timely and cost-free manner. Your satisfaction is our priority, and your feedback helps us continuously improve.
Complaint Handling (Problem Resolution)
Our two-tiered complaint handling model emphasizes resolution at the credit union level. If dissatisfied, you may escalate your concern to the Ombudsman for Banking Services and Investments (OBSI), an external impartial organization committed to fair and transparent complaint resolution.
At Sandhills Credit Union, we stand by our Market Code, reinforcing our commitment to excellence, integrity, and the highest standards of service for our valued members and communities. Your trust is our greatest asset, and we remain dedicated to upholding these principles in everything we do.
The credit union and its employees have always been committed to delivering a high quality of service to members and customers. The Market Code that follows builds on this commitment. This Market Code identifies the market practice standards and how the credit union subscribes to the standards.
The Market Code represents the standards the credit union embraces as an organization, the way the credit union conducts itself and how it will continue to treat existing and potential members and customers as it works to maintain the member’s trust, while living out our co-operative values.
