Resolving Concerns
At Rocky
Credit Union, we pride ourselves on our reputation for exceptional member
service. We strive for accuracy and
efficiency in all transactions for our members.
As well, we attempt to work closely with our members to ensure we meet
or exceed expectations in the delivery of financial service.
However, we
realize that mistakes and miscommunications may occasionally happen. When a member has a complaint, our goal is to
ensure it is dealt with in a courteous and timely manner. Therefore, Rocky Credit Union encourages our
members to let us know about any issues regarding our service, our products or
any incident of concern.
If a
discussion with a staff member does not resolve a member’s concern, Rocky
Credit Union has implemented a process to deal with these situations, as
outlined in this brochure.
Rocky
Credit Union’s complaint handling process will ensure fair treatment for our
members.
Option #1 –
Rocky Credit Union Management
Option #2 –
Rocky Credit Union Board of Directors
Option #3 –
Alberta Superintendent of Financial Institutions
When we are
made aware of a concern or issue, we see it as an opportunity to work with our
members. We all benefit from effective problem resolution.
Do you have a complaint?
If you have
an issue that has not been resolved to your satisfaction by an employee of the Credit
Union, or if you are concerned about a mistake that has not been corrected, you
may wish to forward a complaint.
Please note that our complaint handling process
does not include issues regarding investment returns that do not meet
investors’ hopes or expectations.
How do you make a complaint?
Decide what
you want to achieve;
- an
explanation
- a
correction
- an apology
- financial
compensation
- disciplinary
action
Gather your
facts;
- relevant
paperwork
- pinpoint
date when the problem arose
- names of
any staff members involved
- circumstances
of the incident
Option #1 -
Make contact; (Rocky Credit Union Management)
- arrange a
meeting with, or send a written letter to the division vice-president:
- Angie French 403-846-4202 - (Financial Services)
- Ken Peterson 403-846-4216 - (Credit & Risk)
- take notes
of your conversation, including the name of the person and the time; or retain
a copy of your letter
- if you are
satisfied that your concern is resolved at this point, follow up with a letter
to the person you contacted
- If you are unhappy with the response you receive from the division VP, you can contact the CEO directly at 403-846-4203
Option #2 -
Take the matter further; (Rocky Credit Union Board)
- if you are
unhappy with response from Rocky Credit Union management, you can take your
complaint to the Rocky Credit Union Board of Directors
- for urgent
situations, contact the Executive Assistant to receive contact information for
the current President of the Board
- for
non-urgent, or complex issues, write a letter to the attention of the President
of the Board for consideration at the next regular meeting of the Board of
Directors
- keep notes
on all your conversations and copies of all your written correspondence.
Option #3 -
File a formal complaint; (Alberta Superintendent of Financial Institutions)
- should a
complaint not be resolved to your satisfaction by Rocky Credit Union, a formal
complaint can be filed with the office of the Alberta Superintendent of
Financial Institutions.
- no special
forms are required
- mail,
e-mail, or fax a letter to the Alberta Superintendent of Financial
Institutions.
- identify
the financial institution(s) about which you have the complaint
- explain the
nature of your problem and what resolution you are seeking
- include
your name, address and a telephone number where you can be reached during the
day; no action is taken on complaints that are made anonymously
- for more
details, visit www.finance.gov.ab.ca/business/fin_inst/faqs_consumer.htm1
Alberta
Superintendent of Financial Institutions (ASFI)
Terrace
Building
Room 402,
9515 – 107th Street
Edmonton,
AB T5K 2C3
Tel:
780-427-5064
Fax:
780-420-0752
Email: financial.inst@gov.ab.ca
Website: www.finance.gov.ab.ca/business/fin_inst/index.htm1
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You can always contact us by e-mail at info@rockycu.com or by phone at 403.845.2861.