Resolution Process

At Lakeland Credit Union, we strive for service excellence and we welcome feedback as a tool for continuous improvement. You may submit feedback through any of the following channels:

We take feedback and complaints seriously and aim for an efficient and mutually agreeable resolution.

If your concern is not handled to your satisfaction, you may follow the process below to further pursue resolution.

Step One:

Gather all supporting information or documents you may have. This may include but is not limited to key dates and timelines, dollar totals, names and/or positions of staff members involved.

Call the involved branch and ask to speak to the manager. The manager may not be immediately available, but will respond as quickly as possible. Alternatively, you may wish to speak to another employee with whom you have an existing relationship and trust to initiate the resolution process.

if the resolution does not seem to be progressing, or you are not satisfied with the response, proceed to Step Two.

Step Two:

Contact the senior officer responsible for the general business area of your complaint your complaint. The senior officers are as follows:

Privacy and confidentiality

The Privacy Officer
Lakeland Credit Union
5016 50th Ave, PO Box 8057
Bonnyville, AB  T9N 2J3
P: 780-826-3377
F: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
P: 780-826-3377
F:780-826-6322
RMorin@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 50th Ave, PO Box 8057
Bonnyville, AB  T9N 2J3
P: 780-826-3377
F:780-826-6322
RMorin@lakelandcreditunion.com

If the senior officer has not been able to resolve your complaint to your satisfaction, you may proceed to Step Three.

Step Three:

Contact our Chief Executive Officer in our head office in Bonnyville

The Chief Executive Officer
Lakeland Credit Union
Mr. Pierre Amyotte
5016 50th Ave, PO Box 8057
Bonnyville, AB  T9N 2J3
P: 780-826-3377
F: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:

Chair of the Board of Directors
Lakeland Credit Union Ltd
5016 50 Ave, PO Box 8057
Bonnyville, AB  T9N 2J3
Confidential

 

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