Member Customer Complaint Handling Process


We are dedicated to serving you everyday with efficiency, accuracy and courtesy.  If an occasion ever arises where you feel we have not lived up to this commitment, we have the following process to help you resolve your complaint.  In order to save you valuable time, please assemble all documentation concerning your complaint and the names of any employees involved.  Also, please be prepared to discuss the circumstances and any solutions you have that will help us rectify the situation.


STEP 1

Please have a discussion with the person you feel is responsible for the actions that caused your complaint; if you do not know who that person is, please ask our Receptionist in our Wainwright and Wetaskiwin branches or a Member Service Representative in our other branches.

STEP 2

If this person is unable to resolve your complaint to your satisfaction, it will be referred to the Executive Manager, Branch Services if it is a transactional or investment issue, or the Executive Manager, Lending Services if it is a loan issue.

STEP 3

If the Executive Manager, Branch Services or the Executive Manager, Lending Services is unable to resolve your complaint to your satisfaction, then you will be referred to the Vice President Operations.

STEP 4

If you have gone through the first three steps and remain dissatisfied, you have the option to write to our Member Complaint Committee at 502 - 10 St., Wainwright, AB T9W 1P4; drop it off at any one of our eight locations or email connie.mcmann@encompasscu.ca. Please include your name and preferred method of contact, the nature of your complaint, details relevant to your complaint and the staff with whom you have discussed your complaint. The committee will respond to your complaint generally within five business days.


We feel confident that the majority of the issues will be resolved in Step 1 or Step 2. However, each member has access to the whole Member/Customer Complaint Handling Process if the issue is not resolved to their satisfaction. The member must follow the above steps in order to give us the opportunity to resolve your complaint at the appropriate level and ensure a mutually satisfactory outcome.

We are dedicated to serving you every day with efficiency, accuracy and courtesy.

If an occassion ever arises where you feel we have not lived up to this commitment, we would like you to tell us about it. We would like to correct any error we have made, or find a solution to problems you may be experiencing.
 

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