Addressing Your Concerns
Lakeland Credit Union will make every effort to resolve member concerns in a timely and efficient manner. We are committed to providing excellent services and products to you, our member-owners. We want to maintain your satisfaction and confidence by addressing any questions or concerns you may have. Your input helps us to continually improve our level of service.
Lakeland Credit Union has developed a 5-step process to deal with any concerns you may have. We ask you to follow these steps if you have any concerns or feedback you want to bring to our attention.
When you contact us, be sure to gather your facts. This may include relevant paperwork, the date when the concern arose, the name of any representatives involved, and the circumstances of the concern.
Step 1: Get in touch
Talk about your concerns with the Lakeland Credit Union representative that you are dealing with. Our branch representatives are authorized to address any questions or concerns on the spot. If you were not dealing with a specific representative, you can also complete our online feedback form, email us at privacy@lakelandcreditunion.com or phone your branch at (780) 826-3377.
Step 2: Contact the branch supervisor or branch AVP.
If your concern cannot be resolved in the first step, ask to speak to the branch supervisor or branch manager. They have the authority to address most banking issues.
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Bonnyville - AVP, Member Experience |
Cold Lake - AVP, Member Experience |
Step 3: Contact a senior officer
You can ask to have your concern reviewed by a senior officer if you are not satisfied at the branch level. Ask the branch supervisor or branch manager how to contact the appropriate senior officer.
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For Privacy Concerns The Privacy Officer |
For General banking The Vice President Member Experience |
For Loan Service Concerns The Vice President Member Experience |
The senior officer will direct your concern to the Executive Leadership Team as appropriate for review and resolution. The team will respond to your concern generally within 10 business days.
Step 4: Contact the Board of Directors
Members of Lakeland Credit Union are owners of the credit union and are represented by the Board of Directors elected from the membership. Unresolved concerns may be directed to:
Chair of the Board of Directors
Lakeland Credit Union Ltd.
5016 - 50 Ave, PO Box 8057
Bonnyville, AB T9N 2J3
Tel: 780-826-3377
Please include your name, preferred method of contact, the nature of your concern, any details relevant to your concern, and the representative(s) with whom you have discussed your concern.
Step 5: Contact the Ombudsman for Banking Services and Investments
The Ombudsman for Banking Services and Investments (OBSI) provides you with an independent and impartial avenue to resolve concerns. For information about submitting a concern, contact:
Website: www.obsi.ca
Email: ombudsman@obsi.ca
Phone: 1.888.451.4519
Mail: Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8, Toronto ON M5H 3R3
OR
Step 5: Contact the Alberta Superintendent of Financial Institutions
If a concern has not been resolved to your satisfaction, you may file a formal complaint with the office of the Alberta Superintendent of Financial Institutions. For information about submitting a concern, contact:
Website: www.alberta.ca/financial-institutions.aspx
Email: financial.inst@gov.ab.ca
Phone: 1.780.427.5064
Mail: Alberta Superintendent of Financial Institutions
Terrace Building, Room 402, 9515 – 107th Street, Edmonton, AB T5K 2C3