Lakeland Credit Union Complaint Procedure
Lakeland Credit Union’s 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 the board of directors is elected by the membership to provide governance and oversight to the professional management of the credit union.
Member concerns and problems are of top priority to the credit union and provide us opportunity to gain knowledge of issues foremost in our member’s lives and feedback on what we do and how we do it. Lakeland Credit Union takes pride in service excellence to our members and we feel it is critical that members be able to easily and freely communicate comments, questions and criticism to the credit union. As important members need to be able to achieve satisfaction to problems they may encounter in conducting business with the credit union.
From time to time, anyone may encounter a situation or problem that does not appear to be properly handled or has not been resolved to a member’s satisfaction. To ensure member concerns are quickly and professionally addressed, the credit union has established a Complaint Resolution Process.
The steps set out below are intended to provide simple and direct means for a member to pursue satisfaction of a complaint. Members may contact us at each level by the method most convenient to them, in person, by phone, mail or email.
If a problem occurs it is generally easier to deal with the matter at the point where the problem appeared. This may involve a request to have the matter referred to a senior officer in the branch involved. Collecting all the facts and information will save valuable time and shorten the period to resolution if you have it available at the time of initial contact.
- Collect all the documents, amounts, or supporting information pieces with special attention to the dates involved.
- Obtain the names of any employees that were involved. If names are not known positions will often suffice to identify the employees.
- Clarify the circumstances and try to establish timelines in your mind or in point form
- Call on the branch. Our receptionists will normally direct you to the branch manager at the earliest opportunity unless you have an existing relationship with an employee you trust to initiate the resolution problem.
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:
Privacy and confidentiality
The Privacy Officer
Lakeland Credit Union
5016 50th Ave PO Box 8057
Bonnyville AB T9N 2J3 telephone 780-826-3377 fax 780-826-6322
privacy@lakelandcreditunion.com
General banking (teller services, deposit and term deposit services, premises etc.)
The Vice President Member Services
Lakeland Credit Union
5016 50th Ave PO Box 8057
Bonnyville AB T9N 2J3 telephone 780-812-3604 fax 780-826-6322
DBird@alberta-cu.com
Loan services (consumer loans, mortgages, business loans and overdrafts and other credit services)
The Vice President Member Services
Lakeland Credit Union
5016 50 Ave PO Box 8057
Bonnyville AB T9N 2J3 telephone 780-826-3604 fax 780-826-6322
DBird@lakelandcreditunion.com
If the senior officer has not been able to resolve your complaint in a satisfactory manner, please proceed to step three.
Step Three
Step 3
Contact our Chief Executive Officer in our head office in Bonnyville
The Chief Executive Officer
Lakeland Credit Union
Mr. Pierre Amyotte
5016 50 Ave PO Box 8057
Bonnyville AB T9N 2J3 telephone 780-826-3377 fax 780-826-6322
pierre.amyotte@alberta-cu.com
Still not satisfied?
Members of Lakeland Credit Union Ltd are owners of the credit union and are represented by the Board of Directors elected from the membership. Unresolved complaints may be directed to
Chairman of the Board of Directors
Lakeland Credit Union Ltd
5016 50 Ave PO Box 8057
Bonnyville AB T9N 2J3
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
