Legal and Copyright

Legal

NEWFOUNDLAND AND LABRADOR CREDIT UNION (NLCU) provides its web site and services to you subject to the following terms and conditions of use, which may be updated by us from time to time without notice to you. Each time you use this Web site you indicate your acknowledgment and acceptance of the terms and conditions below. If you do not accept these terms and conditions, you should not use this Web site.

  1. Copyright Information 
  2. Trademark Information 
  3. Warranties and Limitation of Liability 
  4. Information 
  5. Privacy and Security 
  6. Links to Third Party Sites 
  7. Use of Cookies 
  8. Direct Services Agreement 
  9. Statement of Commitment: Code of Conduct for the Credit and Debit Card Industry in Canada
  10. The Market Code of Conduct for Credit Unions
  11. Dispute Resolution Procedure
  12. Cheque Holds and Access to Funds

Copyright Information

The information, artwork, text, video, audio, and pictures contained  in our website, and the website design, content and arrangement are protected by copyright laws. You may download information from our website for your personal, non-commercial viewing, but you may not otherwise copy, reproduce, republish, post, transmit, distribute or modify anything from our website without our prior written approval.

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Trademark Information

NEWFOUNDLAND AND LABRADOR CREDIT UNION, NLCU, the NLCU logo, MEMBERDIRECT and all other trade-marks and trade names of NLCU appearing on this web site are owned by (or licensed to) NLCU and may not be used in connection with any product or service that is not NLCU's, in any manner that is likely to cause confusion, or in any manner that disparages or discredits NLCU.

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Warranties and Limitation of Liability

This website, and the information and documents provided on it, are provided "as is" without any warranties of any kind, express or implied, as to the operation of this website, our services, or the information, content, materials, services, or products included or referenced on this website. Newfoundland and Labrador Credit Union uses reasonable efforts to include accurate and up-to-date information on this Web site; it does not, however, make any representations as to its accuracy or completeness. Your use of this Web site is at your own risk. Newfoundland and Labrador Credit Union, its suppliers, and the other parties involved in creating and delivering this Web site's contents are not liable for any direct, indirect, special or consequential damages arising from use of this site, including any damages you may suffer as a result of your personal information being transmitted between you and Newfoundland and Labrador Credit Union.

TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, NEWFOUNDLAND AND LABRADOR CREDIT UNION DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

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Information

All information provided on this website is believed to be accurate and reliable when it was posted on this site. However, we cannot guarantee that all information is accurate, complete or current at all times. The material on our website is for informational purposes only; it is not intended to be financial or legal advice. Please contact one of our customer service representatives at email@nlcu.com for more information before you act on any materials or information you see on our website. The information on this website does not constitute an offer or solicitation by anyone in any jurisdiction in which an offer or solicitation cannot legally be made, or to any person to whom it is unlawful to make such a solicitation. The products and services offered by Newfoundland and Labrador Credit Union are subject to various terms and conditions. For more information, call TeleService at 1-800-563-3300 or email us at email@nlcu.com.

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Privacy and Security

For more information, please visit our Privacy and Security section.

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Links to Third Party Sites

Newfoundland and Labrador Credit Union’s Web site may contain images of and links to third party Web sites ("Linked Sites"). The Linked Sites are not under the control of NLCU and NLCU is not responsible for the contents of any Linked Site, including without limitation any link contained in a Linked Site, or any changes or updates to a Linked Site. NLCU is not responsible for webcasting or any other form of transmission received from any Linked Site nor is NLCU responsible if the Linked Site is not working appropriately. NLCU is providing these links to you only as a convenience, and the inclusion of any link does not imply endorsement by NLCU of the site or any association with its operators. You are responsible for viewing and abiding by the privacy statements and terms of use posted at the Linked Sites.

Any dealings that you have with third parties (including advertisers) using any Linked Sites, including the delivery of and the payment for goods and services, and any other terms, conditions, warranties or representations associated with such dealings are solely between you and the third party. Newfoundland and Labrador Credit Union shall not be responsible or liable in any way for any part of such dealings.

If you wish to provide a link to our website from your website, please contact email@nlcu.com.

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Use of Cookies

Occasionally, in order to provide better service, a "cookie" will be used. A cookie is a small piece of information which a web site stores on your web browser on your computer and can later retrieve. The cookie cannot be read by a Web site other than the one that set the cookie. We use cookies for a number of administrative purposes. They let us store information that you have already told us, so we don't have to ask you again. They also allow us to measure what parts of our site customers prefer to see, and what parts are less popular. Most cookies last only through a single session, or visit. None will contain information that will enable anyone to contact you via telephone, mail, or e-mail. You can set up your web browser to inform you when cookies are set or to prevent cookies from being set.

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Statement of Commitment: Code of Conduct for the Credit and Debit Card Industry in Canada

NLCU is stating our re-commitment to the Code of Conduct for the Credit and Debit Card Industry in Canada.  The Code was designed to protect credit union members’ interests related to the issuance and acceptance of payment cards, and to the operation of payment card networks.

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The Market Code of Conduct for Credit Unions

The Market Code of Conduct recognizes the best practice principles we are pledged 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. Read More.

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Dispute Resolution Procedure

We take complaints very seriously at NLCU and view them as the best method to identify and rectify problems. If you have a complaint, we encourage you to let us know and to give us the opportunity to resolve your concerns. We promise to address your complaint quickly, efficiently and professionally, as retaining your confidence and trust is of the utmost importance.

Before submitting a complaint, please gather the following information:
  • Your account number
  • Date(s) of the occurrence(s)
  • Details of the occurrence(s)
  • Any supporting documentation and/or statements (if applicable)
  • Details of your preferred method of contact

The process for submitting a complaint is as follows:

Step 1:

Contact your branch either by phone, email, letter mail, fax, or in person. The contact details for your branch can be found on our website,

Alternatively, our Member Solutions Centre team is available by calling 1-800-563-3300.

Step 2:

If your complaint has not been resolved via step 1 within 2 business days, you may choose to escalate your complaint to your Branches Management team. NLCU’s branch employees are empowered to solve almost any problem that you may encounter.

Step 3:

If your complaint is still not resolved through steps one and two, you can escalate your situation to NLCU’s CEO and COO. This can be done by using the following methods:

Email: complaints@nlcu.com
Phone: 1-800-563-3300
Mail: 240 Water Street
        St. John’s, NL, A1C 1B7
        Attn: CEO and COO

When escalating your complaint to this level, please ensure you include the dates, individuals involved, and resolutions offered through both steps 1 and 2. If you have not followed the process identified in steps 1 and 2, you will be directed to first address your concern with the branch.

Step 4:

If necessary, NLCU’s executive team may bring a complaint forward to its Board of Directors for review.

Updated: July 12, 2021

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Cheque Holds and Access to Funds

In an effort to protect NLCU’s members and NLCU’s assets, when depositing a cheque into your account a hold may be placed on your funds. For the duration of the hold, you will be unable to access that portion of your funds.

The hold period varies depending on the type of cheque being deposited as well as the amount of the cheque. Upon request access to $100 of the deposit may be provided to you for your immediate use*. This feature applies once the cheque has been reviewed.

Cheques may be held for the following maximum number of business days:

Item Amount  Maximum Business Days Held
Cheques drawn on a Canadian financial institution  Up to, and including, $1,000 4
Cheques drawn on a Canadian financial institution Greater than $1,000 7
Foreign cheques N/A  30

The Maximum Business Days Held begins once the cheque has been reviewed. Cheques deposited via an ATM or Deposit Anywhere may be held additional days.  

Some cheques may require further confirmation, if so, the funds will be made available in your account upon confirmation that the funds to cover the deposited cheque have been received.

*Only available to members holding a $100 member share. If approved, this feature will not be available again until such time has passed allowing the initial cheque to be processed and cleared.

Updated: July 12, 2021

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