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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:
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. 
 
We feel most complaints will be resolved within Steps 1 or 2.  However, you have the right to use all steps of the Complaint Resolution process if the issue is not resolved to your satisfaction.  You must provide the necessary information and be open to discussion in order for us to investigate the issue and find a satisfactory outcome. 
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.
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.
Contact the Chief Executive Officer (CEO)
 
Chief Executive Officer
Vermilion Credit Union
5019 50 Ave
Vermilion, AB  T9X 1A7
Phone: 780-853-2822
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.

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