Servus Credit Union - Addressing Your Concerns

Servus Credit Union will make every effort to resolve member concerns 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 confidence in Servus Credit Union by addressing any questions or concerns you may have. Your input helps us to continually improve our products and services.

Servus Credit Union 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 Servus Credit Union employee you are dealing with

Servus 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 780.496.2000 or 1.877.496.2151.

Feedback

Step 2

Contact the Branch Supervisor or Branch Manager where you are conducting your business

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

Step 3

Contact the Regional Manager or Department Manager

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

Step 4

Contact the Senior Manager Corporate Communications

The Senior Manager Corporate Communications will direct your concern to the Senior Department Manager or the Executive Leadership Team as appropriate for review and resolution.

Senior Manager Corporate Communications

Email: MemberRelations@servuscu.ca

Mail: #300, 8723 82 Ave.
Edmonton AB T6C 0Y9

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:

Website: http://www.obsi.ca/

Email: ombudsman@obsi.ca

Phone: 1.888.451.4519

Mail:             Ombudsman for Banking Services and
                   Investments
                   P.O. Box 896 Station Adelaide
                   Toronto ON M5C 2K3

Privacy

If your concern is about a privacy issue, click here to learn more about how Servus Credit Union protects your privacy. You can also contact:

Privacy Officer
Servus Credit Union Ltd.
#300, 8723 - 82 Avenue
Edmonton, AB T6C 0Y9
Phone: (780) 496-2000
Fax: (780) 468-5220
e-mail: privacy@servuscu.ca

Thank you for your feedback. By listening to you and your concerns we can learn to serve you better.