Member Complaint Process

Vermilion Credit Union strives to deliver accurate, efficient and friendly service to our members everyday.  If you ever feel that we have failed to meet these expectations, we look for your feedback so we can continue to improve our service delivery.  You may submit your feedback to us in the following ways:

  • Visit us in branch
  • Call us: Vermilion Branch 780-853-2822  or  Mannville Branch 780-763-6455
  • Use the Contact Us form on our website
  • Email us at vermilion@alberta-cu.com

We take your feedback seriously and will work with you to resolve the issue as quickly as possible, with the best possible outcome for both parties.  Please have all necessary information available in order for us to investigate the issue as thoroughly as possible.   Follow the steps below if you wish to submit a complaint:

Step 1:

Gather all supporting documents and information such as, dates, employee(s) involved, dollar values, transaction details, sequence of events and the resolution you are looking for. 

Call or visit the appropriate branch to speak to the person you feel is responsible.  Alternatively, you may wish to speak to an employee you have an existing relationship with who can initiate the process.

If this step does not resolve the complaint to your satisfaction, proceed to step 2.

Step 2:

Contact the manager or officer that is best suited to your complaint.

Privacy and Confidentiality Complaints

The Privacy Officer
Vermilion Credit Union
PO Box 609
5023 50 St
Mannville, AB  T0B 2W0
Phone: 780-763-6455

 

General Banking (teller services, deposits, premises, etc)

Manager of Member Experience
Vermilion Credit Union
5019 50 Ave
Vermilion, AB  T9X 1A7
Phone: 780-853-2822

 

Lending Services (loans, mortgages, business/agriculture loans, overdrafts, etc)

Manager of Lending
Vermilion Credit Union
5019 50 Ave
Vermilion, AB   T9X 1A7
Phone: 780-853-2822


If you feel your complaint is still not resolved to your satisfaction, proceed to step 3.


Step 3:

Contact the Chief Executive Officer.

Chief Executive Officer
Vermilion Credit Union
5019 50 Ave
Vermilion, AB  T9X 1A7
Phone: 780-853-2822

 

Step 4:

Vermilion Credit Union Members are owners and are represented by our Board of Directors, which have been elected by our membership.  If you feel your issue has not been resolved in the first 3 steps, please forward any unresolved complaints, in writing, to:

Chair of the Board of Directors
Vermilion Credit Union
5019 50 Ave
Vermilion, AB  T9X 1A7
Private & Confidential

 

Please include your name and contact information, as well as the details of your complaint and the individuals you have spoken to during this complaint process.


We feel most complaints will be resolved within Steps 1 or 2.  However, the member has the right to use all steps of the Complaint Resolution process if the issue is not resolved to their satisfaction.  The member must provide the necessary information and be open to discussion in order for us to investigate the issue and find a satisfactory outcome.  

Our objective is to deliver the most accurate, efficient and friendly service to our members each and every day. 

If you ever feel we have failed to meet this objective, we would like you to tell us.  We would like to correct any errors and resolve any issues you have experienced. 

 

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