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 -