Addressing Your Concerns

Addressing Your Concerns

Alberta's Credit Union (ABCU) will make every effort to resolve member-owners in a timely, efficient manner.  We are committed to providing superior service and products to you, our member-owners.  

We want to maintain your satisfaction and retain your confidence by addressing any questions or concerns you may have.  Your input helps us to continually improve our member services.  

ABCU has developed a five step process to deal with any concerns you may have.  We ask you to follow these steps if you have any issues you want to bring to our attention. 

Step 1: Talk about your concerns with the ABCU employee you are dealing with. 

ABCU employees are authorized to address many questions or concerns on the spot.  You can also complete our online feedback form or call our Member Contact Centre at (780) 929-8561.  

Step 2: Contact the Supervisor, Branch Experience where you are conducting your business.   

If your problem cannot be resolved at the first step, ask to speak to the Supervisor, Branch Experience.  They have the authority to address most personal banking issues.  

Step 3Contact the Senior Manager.  

You can ask to have your concern reviewed by the Senior Manager if you are not satisfied at the branch level.  Ask the Branch Manager how to contact the appropriate Senior Manager.  

Step 4Contact the Director, Stakeholder Solutions.

The Director, Stakeholder Solutions will direct your concern to Executive Leadership Team as appropriate for review and resolution.  

Step 5:  Contact the Ombudsman for Banking Services and Investments. 

The Ombudsman for Banking Services and Investments (OBSI) provides you with an independent and impartial avenue to resolve concerns.  For information about submitting a concern to the OBSI contact:

Phone: 1-888-451-4519
Mail: Ombudsman for Banking Services and Investments
PO. Box 896 Station Adelaide