Member Complaint Process

Battle River Credit Union and our employees have always been committed to delivering a high quality of service to members and non-member customers.

Dedicated to serving all members with efficiency, accuracy and courtesy, if an occasion ever arises where a member feels that we have not lived up to this commitment, we would like to offer these suggestions for complaint resolution to help us improve our service in the future and identify any weakness within our system.

STEP 1:

Gather Your Facts

• Before you call or come in with a complaint, put together any relevant paperwork. Try to pinpoint the date when the problem arose. Get the names of any staff members involved, and finally, get a clear picture in your mind of what
the circumstances were - and what you’d like us to do.

• Always document the names of people you talk to, including times, dates and outcomes of the discussions. Taking these steps will assure that your concerns are addressed in a fair, effective and prompt manner.

Start Where the Problem Started

• Have a discussion with the person you feel is responsible for the actions that caused your complaint. It’s easiest to check facts and make corrections at the place where the problem started - make that your first call.

STEP 2:

Branch Manager

• If the person in Step 1 is unable to resolve the complaint to the members’ satisfaction, it will be referred to the Branch Manager.

• If the Branch Manager is unable to resolve your complaint to your satisfaction, then you will be referred to the Credit Union Member Complaint Officer.

STEP 3:

Credit Union Member Complaint Officer

• If you have gone through the first three steps and remain dissatisfied, you have the option to write to the Member Complaint Officer. Complete the Member Complaint Form and send to:

Member Complaint Officer
Battle River Credit Union Ltd.
5007-51 Street
Camrose, AB
T4V 1S6

or e-mail to: brcu@alberta-cu.com

The member and staff must follow these steps in order to give us the opportunity to resolve the complaint at the appropriate level and ensure a mutually satisfactory outcome.