Market Conduct Code

Credit unions are unique institutions. Operating in Canada for over 100 years, credit unions are financial cooperatives that are governed and financed differently than banks. At credit unions, members are owners and being an owner means sharing in the credit union’s success.

Our primary motivation is providing quality products and services to our members. We are committed to ensuring that our members are completely satisfied with the level of services they receive.

Our Market Conduct Code (the “Code”) recognizes the best practice principles we pledge to follow for soliciting, promoting, advertising, marketing, selling or distributing our products or services. The Code demonstrates our commitment to the fair treatment of all those who use our services. We believe in fair sales practices, comprehensive access to banking services, transparency and openness, and a reasonable approach to settling complaints. Individuals are entitled to the best possible care of their financial interests. We respect all our provincial regulatory obligations, and continually practice excellence in consumer protection.

Our best practices can be summarized in five key principles:

Business Practices: We are committed to providing fair treatment to everyone using our products and services. It is a core component of our governance and corporate culture. 

Fair Treatment and Fair Sales: Treating everyone fairly and demonstrating fair sales practices at all times are integral parts of our business practices. 

Access to Banking Services: We ensure that all consumers are granted access to fundamental financial services (in most interactions “consumers” will mean credit union members). 

Transparency and Disclosure: We use plain-language descriptions of products and services in our communications to ensure consumers can make informed decisions. 

Complaint Handling: We examine complaints and work to settle them fairly, and we track complaints to help ensure our practices continue to improve.

You can view or download the full Kindred Market Conduct Code.