Lakeland Credit Union Complaint Procedure

Our vision is to be the financial provider of choice with the mission of enhancing lives by providing superior service and quality financial products. We are member owned and governed by a board of directors elected by you, the member. Our board of directors’ responsibility is to provide governance and oversight to the professional management of the credit union on behalf of its members.

If you are a member and have come across a situation or problem with our staff, products, or services, and it has not been properly handled by your first point of contact, we have procedures set in place for you to file your complaint formally with Lakeland Credit Union.

These steps have been designed to assist you with a simple and direct means to resolve your problem or complaint. Please follow these steps in order to ensure a quick resolution:

Step One

If the incident occurs in our Bonnyville or Cold Lake branch, please ask to speak to a senior manager or branch manager. Any one of our senior staff are happy to assist you at the time of incident so that we can resolve your matter quickly and effectively. If you have a particular staff member that you feel comfortable with in either branch, you can also request to speak to him or her about your complaint. Other helpful information you can provide includes:

All documents, amounts, or supporting information pieces with special attention to the dates involved.
Names of any employees that were involved. If names are not know, positions will often suffice to identify the employees.
Clarification of the circumstances and an established timeline in point form.

If the problem resolution process does not appear to be progressing, or if you are not satisfied with the response you receive, please continue to step two.

Step Two

Contact our senior officer responsible for the general business area concerned with your complaint. These are listed below:

Privacy and Confidentiality
Privacy Officer
Lakeland Credit Union
5016-50 Ave, PO Box 8057
Bonnyville AB T9N 2J3
privacy@lakelandcreditunion.com
Telephone : 780.826.3377
Fax : 780.826.6322

General Banking (teller services, deposit and term deposit services, premises, etc.)
Vice President, Operations
Lakeland Credit Union
5016-50 Ave, PO Box 8057
Bonnyville AB T9N 2J3
cpurves@alberta-cu.com
Telephone : 780.826.3377
Fax : 780.826.6322

Loan services (consumer loans, mortgages, business loans, overdrafts and other credit services)
Vice President, Credit
Lakeland Credit Union
5016-50 Ave, PO Box 8057
Bonnyville AB T9N 2J3
admin@lakelandcreditunion.com
Telephone : 780.826.3377
Fax : 780.826.6322

If the senior officer has not been able to resolve your complaint in a satisfactory manner, please proceed to step three.

Step Three

Please contact our Chief Executive Officer for all matters except Wealth Management where the complaint resolution process is assumed by the mutual fund dealer or insurance sponsor company respectively

Chief Executive Officer
Lakeland Credit Union
Mr. Les Miller
5016-50 Ave, PO Box 8057
Bonnyville AB T9N 2J3
lmiller@alberta-cu.com
Telephone : 780.826.3377
Fax : 780.826.6322

Is your complaint still not resolved?

Step Four

An independent Ombudsman has been appointed to serve the interests of Albertans. If Lakeland Credit Union, despite their efforts, have been unsuccessful in resolving your complaint, you can contact the Alberta Ombudsman:

Ombudsman- Alberta
Office of the Ombudsman
Suite 2800, 10303 - Jasper Ave., NW
Edmonton, Alberta T5J 5C3
Telephone: 780.427.2756
Fax: 780.427.2759
Toll-free (information): 1-888-455-2756
E-mail: om.buds@ombudsman.ab.ca