Member Feedback 

We’re always striving to improve for you, our valued members. Whether you want to address a problem, give us constructive feedback or share a compliment about a recent experience with us, we want to hear from you.

 

Addressing your concerns 

Member Complaint Handling Process. 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 and rectify the situation:

Encompass Credit Union will make every effort to resolve member concerns in a timely and efficient manner. We are committed to providing excellent services and products to you, our member-owners. We want to maintain your satisfaction and confidence by addressing any questions or concerns you may have. Your input helps us to continually improve our level of service.

Encompass Credit Union has developed a 5-step process to deal with any concerns you may have. We ask you to follow these steps if you have any concerns or feedback you want to bring to our attention.

When you contact us, be sure to gather your facts. This may include relevant paperwork, the date when the concern arose, the name of any representatives involved, and the circumstances of the concern.

Step 1

Talk about your concerns with the Encompass Credit Union representative that you are dealing with. Our branch representatives are authorized to address any questions or concerns on the spot. If you were not dealing with a specific representative, you can also complete our online member feedback form below, talk to the receptionist at the Wainwright Branch, or speak to a Member Service Representative at your local branch.

Step 2

If this person is unable to resolve your complaint to your satisfaction, it will be escalated to the Executive Manager, Branch Services for transactional or investment issues, or the Executive Manager, Lending Services for loan issues.

Step 3

If the Executive Manager, Branch Services, or the Executive Manager, Lending Services, are unable to resolve your complaint to your satisfaction, then you will be referred to the Executive Leadership Team as appropriate for review and resolution. The team will respond to your concern generally within 10 business days.

Step 4

Members of Encompass Credit Union are members of the credit union and are represented by the Board of Directors elected from the membership. Unresolved concerns may be directed to:

Board Chair, Doug Callaghan

Encompass Credit Union
502 10 Street
Wainwright, AB
T9W 1P4

Please include your name, preferred method of contact, the nature of your concern, any details relevant to your concern, and the representative(s) with whom you have discussed your concern.

Step 5

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, contact:

Website: www.obsi.ca
Email: ombudsman@obsi.ca
Phone: 1.888.451.4519
Mail: Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8, Toronto ON M5H 3R3

- President & CEO Approved Procedure - May 31, 2021 - 

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I consent to Encompass Credit Union, and its agents and representatives, collecting, using, and disclosing my personal information provided in connection with this Application, and any changes or additions to this information provided in the future, for the purposes of:

  1. providing me, or a third party for whom I am acting, with Financial Institution products and services that I have applied for or may apply for in the future and providing information to suppliers of products and services to me or the Financial Institution in connection with providing these Financial Institution products and services;
  2. understanding my needs and determining the suitability of products and services for me; determining my eligibility for these products and services;
  3. establishing my identity; verifying information provided by me with third parties including my employer and other financial institutions, verifying information provided by third parties; administering the Account; and making sure my records are kept separate from others with the same name;
  4. protecting me, a third party for whom I am acting, or the Financial Institution from error and fraud such as identity theft;
  5. collecting a debt owed to the Financial Institution;
  6. transferring or selling Financial Institution assets, such as in an acquisition, merger, loan syndication, securitization of loans, or sale of loans;
  7. complying with legal requirements, including money laundering laws and regulations.

I consent to Encompass Credit Union, and its agents and representatives, disclosing my personal information to:

  1. suppliers of products and services to me or the Financial Institution, including data service providers, cheque printers, card manufacturers, affiliates of the Financial Institution, provincial or national central Financial Institutions or trade associations, in connection with providing and administering my Account and other products and services provided to me, or a third party for whom I am acting;
  2. participants in the payment and clearing systems in connection with providing or administering my Account and other products and services provided to me or a third party for whom I am acting, and to other financial institutions that I request pay cheques drawn on the Financial Institution;

If there is more than 1 Applicant, I consent to Encompass Credit Union disclosing information about the Account as instructed by either/any 1 of the Applicants.

If you have questions about the collection, use and disclosure of your personal information by the Financial Institution, please contact us.

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