Open Mon-Wed & Fridays 9:30 AM to 5:00 PM, and on Thursdays 8:30 AM to 6:30PM

Resolving Concerns

At Rocky Credit Union, we pride ourselves on our reputation for exceptional member service.  We strive for accuracy and efficiency in all transactions for our members.  As well, we attempt to work closely with our members to ensure we meet or exceed expectations in the delivery of financial service.

However, we realize that mistakes and miscommunications may occasionally happen.  When a member has a complaint, our goal is to ensure it is dealt with in a courteous and timely manner.  Therefore, Rocky Credit Union encourages our members to let us know about any issues regarding our service, our products or any incident of concern.

If a discussion with a staff member does not resolve a member’s concern, Rocky Credit Union has implemented a process to deal with these situations, as outlined in this brochure.

Rocky Credit Union’s complaint handling process will ensure fair treatment for our members.

Option #1 – Rocky Credit Union Management

Option #2 – Rocky Credit Union Board of Directors

Option #3 – Alberta Superintendent of Financial Institutions

When we are made aware of a concern or issue, we see it as an opportunity to work with our members. We all benefit from effective problem resolution.

Do you have a complaint?

If you have an issue that has not been resolved to your satisfaction by an employee of the Credit Union, or if you are concerned about a mistake that has not been corrected, you may wish to forward a complaint.

Please note that our complaint handling process does not include issues regarding investment returns that do not meet investors’ hopes or expectations.

How do you make a complaint?

Decide what you want to achieve;

  • an explanation
  • a correction
  • an apology
  • financial compensation
  • disciplinary action

Gather your facts;

  • relevant paperwork
  • pinpoint date when the problem arose
  • names of any staff members involved
  • circumstances of the incident

Option #1 - Make contact; (Rocky Credit Union Management)

  • arrange a meeting with, or send a written letter to the division vice-president: 
    • Angie French 403-846-4202 - (Financial Services)
    • Tammy Young 403-846-4212 - (Support Services)
    • Ken Peterson 403-846-4216 - (Credit & Risk)
    • Randall Sugden 403-846-4203 (Finance)
  • take notes of your conversation, including the name of the person and the time; or retain a copy of your letter
  • if you are satisfied that your concern is resolved at this point, follow up with a letter to the person you contacted
  • If you are unhappy with the response you receive from the division VP, you can contact the CEO directly at 403-846-4200

Option #2 - Take the matter further; (Rocky Credit Union Board)

  • if you are unhappy with response from Rocky Credit Union management, you can take your complaint to the Rocky Credit Union Board of Directors
  • for urgent situations, contact the Executive Assistant to receive contact information for the current President of the Board
  • for non-urgent, or complex issues, write a letter to the attention of the President of the Board for consideration at the next regular meeting of the Board of Directors
  • keep notes on all your conversations and copies of all your written correspondence.

Option #3 - File a formal complaint; (Alberta Superintendent of Financial Institutions)

  • should a complaint not be resolved to your satisfaction by Rocky Credit Union, a formal complaint can be filed with the office of the Alberta Superintendent of Financial Institutions.
  • no special forms are required
  • mail, e-mail, or fax a letter to the Alberta Superintendent of Financial Institutions.
  • identify the financial institution(s) about which you have the complaint
  • explain the nature of your problem and what resolution you are seeking
  • include your name, address and a telephone number where you can be reached during the day; no action is taken on complaints that are made anonymously
  • for more details, visit www.finance.gov.ab.ca/business/fin_inst/faqs_consumer.htm1 

Alberta Superintendent of Financial Institutions (ASFI)

Terrace Building

Room 402, 9515 – 107th Street

Edmonton, AB  T5K 2C3

Tel: 780-427-5064

Fax: 780-420-0752

Email: financial.inst@gov.ab.ca

Website:  www.finance.gov.ab.ca/business/fin_inst/index.htm1

 

If you would like to leave us any feedback, both positive or negative, please do so through our Feedback Page.

You can always contact us by e-mail at info@rockycu.com or by phone at 403.845.2861. 

Contact Rocky Credit Union

P.O. Box 1420 Stn Main, 5035 49 Street
Rocky Mountain House AB  T4T 1B1

P    403 845 2861
F    403 845 7295
E    info@rockycu.com

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