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Member Complaint Process

We are committed to delivering an exceptional experience to our members. If an occasion arises where you feel we have not lived up to this commitment, we would like to hear from you. It is important for us to understand how we can resolve your complaint.

Before you call or come in to discuss your complaint, please assemble all documentation concerning your complaint, including the names of any employees involved. We will want to ensure we gain a clear understanding as to the circumstances – and what you would like us to do to rectify the situation


STEP 1:

It is best to start where the issue began – with your branch, your investment advisor, or with the contact centre for example.The team leader will make themselves available to support you. Unsure or who to talk to? Your local Branch Manager or Contact Centre are available to help you. Additionally, you can email myexperience@connectfirstcu.com for support.


STEP 2:

If the employee you initially spoke to is unable to resolve things to your satisfaction, ask to speak to the manager, or senior officer available. They will have the ability to work with you to solve most concerns.


STEP 3:

If your concern is not resolved after consulting with the manger or senior officer, we will put you in contact with our Chief Operating Officer to further discuss your concerns.


STEP 4:

If you have gone through the first three steps and remain dissatisfied, you have the option to submit your complaint in writing to:

Member Complaint Committee:

200 - 2850 Sunridge Blvd. NE

Calgary, AB T1Y 6G2

Or via email at:

myexperience@connectfirstcu.com.

You may also drop off your complaint at any one of our branch locations. Please include your name and preferred method of contact, the nature of your complaint, details relevant to your complaint and the staff with whom you have discussed your complaint. The committee will respond to your complaint within five business days.


We feel confident that most concerns will be resolved in Step 1 or Step 2 of the process highlighted above. Taking these steps will ensure that your concerns are addressed in a fair, efficient and effective manner.

Member experience feedback is important at Connect First Credit Union. We appreciate members/ customers taking the time to share.